Product Support Analyst with German – (106194)

  • Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
  • Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
  • Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability. 
  • Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as WebEx or Netmeeting.
  • Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
  • Continues to develop application knowledge in specific product suite and operating environment and technologies.
  • Conveys customer feedback to product development staff.
  • Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.
  • Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc. 
  • Promotes and maintains a high quality, professional, service-oriented company image among users and team. 
  • Foster teamwork and collaboration across all teams
  • Assists less experienced Analysts and serves as a resource for others as needed.
  • Contributes information to the Support knowledge base and provides review others content. 
  • Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
  • Provides accurate accounting of work and time allocation.
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
  • Identify possible improvements related to work processes and tools.
  • German language on B2/C1 level
  • English language on B2/C1 level
  • Prior experience in an international environment
  • Eager to learn new (process & technical areas)
  • Problem solving and analytic skills.
  • Excellent communications skills
  • Strong interpersonal and customer service/orientation skills
  • Strong organizational skills required to insure most effective and timely delivery of service to clients.
  • A sense of urgency – Conduct your work with intensity and speed. Huddle fast. Make fact-based decisions. Use good judgment.  Keeping the initiatives moving.  Repeat.
  • A passion for customer success – Be responsive. Follow through on promises. Reject mediocrity. Be obsessive about doing better. Be accessible and communicate proactively. Be selfless.  Work as One Infor.
  • A thirst for innovation – Be curious. Be a change agent.  Some ideas will prove out, and other will not.  Fail fast.  Iterate.  Stay ahead of technology.
  • A focus on results – Never ignore results and facts. Learn and adjust. Focus on quality in all that you do. Do more of what work; less of what is not working. Invest your time in value creation.  Act like an owner with an adaptive, entrepreneurial spirit.
  • A sense of community – Show compassion and caring for others. Be socially responsible. Be inclusive.

Tue, 05 Mar 2019 13:32:28 +0100

Poland

Infor

Permanent
Customer Service
Language/ English, German

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