Senior Product Support Analyst - Customer Service - Tunis

About the Role

Infor is seeking a highly skilled and experienced Senior Product Support Analyst to join our dynamic customer service team in Tunis. This role is crucial for providing expert technical assistance and ensuring customer satisfaction with our innovative software solutions. As a key member of the team, you will leverage your deep understanding of product functionality and customer needs to resolve complex issues and contribute to the continuous improvement of our support services.

Key Responsibilities

• Provide advanced technical support for Infor products to customers via various communication channels.
• Diagnose, troubleshoot, and resolve complex product issues, documenting solutions and workarounds.
• Collaborate with engineering and product management teams to identify and address product defects and enhancements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze support trends and customer feedback to identify areas for product and service improvement.
• Ensure timely and effective resolution of customer inquiries, maintaining high levels of customer satisfaction.

Requirements

• Minimum of 10 years of experience in a product support or technical customer service role.
• Proven expertise in troubleshooting and resolving complex software issues.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in relevant support tools and technologies.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Benefits

• Opportunity to work with a global leader in enterprise software.
• Be part of a collaborative and innovative work environment.
• Contribute to shaping industries and unlocking new opportunities through technology.

Tips for Success

• Proactively seek to understand the root cause of customer issues to provide lasting solutions.
• Continuously update your knowledge of Infor products and industry best practices.
• Embrace a customer-centric approach, always prioritizing the customer's experience.