Infor is an enterprise software provider and strategic technology partner for more than 68,000 organizations worldwide. Our software is purpose-built for specific industries, providing complete suites that are designed to support progress – for individuals, for businesses, and across networks. We believe in the beauty of work, the importance of relationships, and the power of ideas to drive significant positive change.
Position Summary:
As part of Help Desk Team acknowledge new application incidents and resolve 1st line functional and/or technical tickets raised by customers in accordance with contract SLA and overall guidelines of service delivery or if necessary transfer those to 2nd line support and actively monitor their resolution progress.
Your Responsibilities / Activities:
- Within the Infor Managed Services team act as a point of contact between Infor Managed Services and client, on a day-to-day basis
- Own and monitor the progress of incident being actively involved in the incident lifecycle.
- Resolve issues within defined service levels often in collaboration with colleagues from other departments
- Act as a first level resolution point. Provide customers with a solution, work around or action plan assuring Quality of Service
- Use of problem solving skills in order to come up with the best business solution for the particular client and effectively troubleshoot and solve his issues caused by unique circumstances or software/hardware problems
- Document issues clearly and concisely in the ticket management tool
- Operate reporting tools for the Infor team
- Maintain day to day responsibility for the ownership and resolution of Service Management issues which arise in connection with IMS offerings
- Keep client informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities
- When required, able to operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management etc.
- Act in a team oriented way to increase customer satisfaction
- Update operational document libraries and knowledge base to facilitate future resolution of common errors
- Maintain consistently the level of skills that helps increasing customer satisfaction
Your education, experience & skills which makes You The One:
- Excellent German skills
- Fluent English
- Self-motivated team player with strong drive for development and good interpersonal skills
- Education: we accept candidates with German Philology degree
- Customer support and incident solving experience, preferably in the IT sector
- Knowledge of concepts and principles of application (ideally ERP software), systems or technical expertise area(s)
- Experience and/or understanding of Finance, Logistics, Manufacturing and/or Sales Business Processes would be a plus
- Strong analytical skills and specific or vertical knowledge
- Excellent time management, communication (oral and written), presentation, and organizational skills
- Strong working knowledge of office-related automation tools: PC, word processing, spreadsheet, etc.