Product Support Analyst Associate - Customer Service in Tunis

About the Role

Are you passionate about delivering exceptional customer experiences and possess a keen eye for detail? Infor is seeking a motivated Product Support Analyst Associate to join our dynamic Customer Service team in Tunis. This role is crucial in ensuring our clients receive timely and effective solutions, contributing to their success and shaping the future of our industry. As a key member of our support network, you will be instrumental in resolving technical issues and enhancing user satisfaction.

Key Responsibilities

• Provide first-level technical support to customers regarding Infor products.
• Troubleshoot and diagnose product issues, escalating complex problems to senior support staff.
• Document customer interactions, issues, and resolutions accurately in the support system.
• Assist in the creation and maintenance of support knowledge base articles.
• Collaborate with cross-functional teams to ensure customer needs are met.
• Monitor customer feedback and identify trends to improve product performance.
• Maintain a high level of customer satisfaction through efficient problem-solving.

Requirements and Qualifications

• Proven experience in a customer support or technical support role.
• Strong understanding of customer service principles and practices.
• Excellent problem-solving and analytical skills.
• Proficiency in troubleshooting software applications.
• Ability to communicate technical information clearly and concisely.
• Familiarity with CRM or ticketing systems is a plus.
• A proactive approach to identifying and resolving customer issues.

Perks and Benefits

• Opportunity to work with a leading global technology company.
• Be part of a collaborative and innovative work environment.
• Contribute to shaping industries and unlocking new opportunities.

Tips for Success in this Role

1. Develop a deep understanding of Infor's product suite to provide accurate and efficient support.
2. Cultivate strong communication skills to effectively interact with a diverse customer base.
3. Embrace a problem-solving mindset, viewing each customer interaction as an opportunity to enhance their experience.