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Job DescriptionAPAC SyteLine Technical and Functional Support owns, investigates, executes, and delivers timely resolution of cases and problems that have been logged to the Infor support portal.
Be part of the Infor APAC team, contributing to the investigation, testing, and disaster recovery of incidents logged by customers.
This role requires installation and configuration of the application, diagnosis of application faults, and solving technical and application problems, either over the phone or through incident communication.
Work includes handling incoming issues from customers in the APAC region, generally and Japan specifically.
Expertise in troubleshooting combined with a solid understanding of how the application works in the environment is a key success factor.
Ensure all proper steps/tests are performed during incident analysis, including thorough searches on the Infor knowledge base.
Report any problems/errors to Development.
Record all problems and their resolutions into the Support portal.
Perform testing for new patch releases and bug fixes.
Handle complex issues and perform daily support activities.
Proactively monitor, participate in complex system discussions, and resolve technical issues.
Provide a high standard of technical and functional support to customers.
Effectively monitor and resolve all escalated or visible technical incidents and problems.
Monitor and maintain the quality of deliverables.
Provide customers with a premium level of support.
Provide technical support to business or end users.
Troubleshoot problems and propose workarounds.
Liaise with relevant parties in problem-solving.
A team player with excellent analytical and problem-solving skills.
Demonstrates professional skill and a high standard of fairness and integrity.
Ensure Infor standard support processes and procedures are met and maintained.
QualificationsCandidate must possess at least a bachelor's degree in Computer Science, Information Technology, Post Graduate Diploma, Engineering, Science & Technology, or equivalent.
5 years in a similar role within the IT services industry or a multinational manufacturing environment.
Technology Savvy - able to use technology to achieve work objectives.#J-18808-Ljbffr