Product Support Specialist

Product Support Analyst

General information

Country India State Telangana City Hyderabad Job ID 48243 Department Customer Support

Description & Requirements

Summary:Provide comprehensive application support to customers by promptly addressing inquiries regarding the functionality and usage of products across various communication channels. Serve as the primary point of contact and liaison between the company and its customers, fostering a collaborative and team-oriented environment. Actively collect, document, and communicate customer feedback to the product development team to support continuous improvement of products and services.

Key Responsibilities –

• Collaborate closely with clients to gather and analyse business requirements, identify challenges, and recommend improvements/workaround in warehouse operations.
• Understanding of Support Operation process, SLA, etc.
• Techno-Functional Support professional with a strong background in Java and SQL database management.
• Provide L1/L2/L3 support for Java-based applications, including debugging, troubleshooting, and resolving production issues.
• Knowledge of ITIL processes, incident, problem, and change management
• Define end-to-end warehouses processes, solutions, and application configurations aligned with agreed business objectives.
• Analyse application logs and error messages to identify root causes.
• Perform integration activities understanding of process definition, testing, deployment and testing support, and documentation.
• Coordinate with development team and product Managers to for JIRA activities and deliver high quality work.
• Work with the product development team by proposing enhancements and improvements based on client feedback.
• Monitor application and database performance; propose improvements.
• Work independently and collaboratively to achieve team goals and contribute to continuous process improvements.
• Maintain up-to-date product, industry knowledge, and professional skills.
• Analytical and problem-solving mindset with quick learning ability.
• Ability to work under pressure and manage multiple priorities
• Collaborative team player with good interpersonal skills

Basic Qualifications –

• Minimum Qualification BE , BTech with 5+ years working experience in Warehousing or Supply chain logistics.
• Should be able to work in the rotational shifts as required, ability to collaborate with diverse and geographically distributed cross-functional teams.
• Understanding of Cloud infrastructure such as AWS, Google Cloud, Azure.
• Reliability and deadline-driven approach.
• Ability to forge a strong relationship with the customer and become trusted advisor.
• Strong organizational skills & time management skills.
• Strong oral and written communication that effectively articulates complex ideas.
• Ability to work independently and as a part of a team but also self-motivated.
• Confident, independent, sense of ownership, conscientious, strong analytical and problem-solving skills, good communication skill.

Preferred Qualifications -

• Experience in Warehouse Management System (WMS) preferably in Infor WMS, SCE, WM9.
• Experience in other best of the breed WMS products will be considered i.e. Exceed, Blue Yonder, Manhattan Associates, SAP WMS or High Jump.
• Have work experience in the implementation of IT software projects, and understanding of technical elements in IT software such as: HTML, XML, Programming languages, SQL, Apache, reporting tools etc.
• Experience working with troubleshooting tools like SUMO Logic, JACK DB, Splunk.

About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career. you’re helping to build what’s next.
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.
For more information visit www.infor.com


Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
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Experience Level

Mid Level