SCM Product Support Analyst - Associate - Customer Service - Fresh Graduate

The Programme 

The Product Support Analyst, Associate, for North America Latin America (NALA) shift, is crucial to maintaining operational stability and customer satisfaction.  
 
Currently, we are managing this shift by temporarily reallocating existing team members, which has led to potential burnout and a higher risk of attrition. Long-term, this could negatively impact team morale and the quality of support we provide, potentially leading to customer dissatisfaction.  
 
By filling this role, we can ensure that our team members are assigned to shifts that align with their preferences and work-life balance, thereby reducing turnover rates and maintaining high levels of customer support. 
 
A Day in The Life Typically Includes: 
  
Provide expert application support for Infor M3 Supply Chain Management to customers in North and Latin America. Ensure timely, accurate customer service, resolve issues by monitoring support queues and analyzing data, and manage customer expectations to ensure satisfaction and retention. 
 
Provide application support to customer accounts for Infor’s products, specifically for Infor M3 Supply Chain Management in the North America Latin America region. 

Provide courteous customer service in an accurate and timely manner in accordance with existing procedures. 
Provide product support by monitoring the support queues, responding to cases, interpreting queries and problems, examining data, and error logs, and utilizing all available support material and tools to successfully resolve the problem. 

Develop and maintain effective customer communications by managing the customer’s expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention. 

Required Skills and Abilities 

• Basic understanding on Supply Chain (warehouse/logistics; order processing: customer orders, purchase orders, manufacturing orders, distribution orders, etc.). 
• Basic knowledge of SQL, Java, etc. 
• Awareness and/or exposure to Cloud applications.
• Customer Service.  

About Us: 
 
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems.  
 
Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.