Infor are looking for a Technical Support Analyst who is passionate about delivering high-quality, customer-focused support. As part of our dynamic Global Support team, you will play a key role in resolving complex issues, supporting mission-critical applications, and ensuring our customers get the most out of their Infor solutions.

A Day in the Life Typically Includes:

• Provide timely and accurate technical support to Infor customers via phone, email, and web channels.
• Diagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions.
• Collaborate with internal teams—including Ramp’d, Cloud Operations, and Product Management—to drive resolution of customer-reported issues.
• Manage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets.
• Create and maintain internal knowledgebase articles, FAQs, and technical documentation.
• Act as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements.
• Participate in product training and continuous learning to stay current with Infor technologies and industry trends.

Basic Qualifications:

• Academic background in Engineering, Information Technology, Computer Science, or related technical fields.
• Analytical and problem-solving skills, with the ability to investigate technical issues and communicate findings clearly to non-technical users.
• Working knowledge of SQL and relational databases.
• Ability to work effectively in a collaborative global team environment while managing responsibilities with minimal supervision.
• Legal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship.

Preferred Qualifications:

• Exposure to application support or technical support environments, preferably within SaaS, ERP, or other enterprise software solutions.
• Working knowledge of ITIL methodologies.

Location:

• Montes Urales Norte 505, Lomas de Chapultepec, Miguel Hidalgo, 11000 Mexico City.
• Work arrangement: Hybrid role, requiring 3 days per week in the office.