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要求描述：
The Product Support Analyst provides application and technical support for Infor’s M3 core ERP products and designated 3rd party products to customers, partners and company associates. Support activities include functional analysis, program analysis, testing, and debugging to resolve customer issues that are reported via online support tools or the telephone.
Product Support Analysts are primarily responsible for below tasks while ensuring that all service level agreements and customer satisfaction goals are achieved as defined in the Support Operations Handbook.
1. Provide application and technical support on a broad spectrum of products to specified customers and provide necessary language translation. The position is responsible for resolving issues within a defined timeframe using standard processes and managing a queue of incidents. The skill level for this position requires broad application and technology product knowledge, excellent customer service skills, and the ability to handle customers who are dealing with critical high impact business issues.
2. Responsible for interfacing, coordinating and liaison with Infor’s services, Product Development, and other 3rd parties and business partners needed to resolve complex customer issues.
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