Technical Support Analyst

Department: Customer Support

Employment Type: Full Time

Location: Mexico City

Description

Infor is seeking a Technical Support Analyst who is passionate about delivering exceptional customer experiences and solving complex technical challenges.

As a valued member of our General Support team, you will play a critical role in troubleshooting and resolving issues, supporting mission-critical business applications, and helping customers maximize the value of their Infor solutions.

This role offers the opportunity to work in a collaborative, fast-paced environment while developing deep product and technical expertise.

A Typical Day in the Life 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 R&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, Computer Science, Telematics, Artificial Intelligence (AI), or a related technical discipline.

- Experience providing technical support, application support, or helpdesk services, with direct customer interaction and customer service orientation.

- Working knowledge of APIs, including troubleshooting and integration concepts.

- Experience with SQL, database querying, and log analysis to diagnose and resolve technical issues.

- Analytical and problem-solving skills, with the ability to investigate complex issues and identify effective solutions.

- Ability to work on-site three days per week as part of a hybrid work model.

- Legal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Preferred Qualifications:

- Basic understanding of AI concepts.

- Experience with Cloud / Saas / ERP, or enterprise software.

Location: Montes Urales 505, Lomas de Chapultepec, Miguel Hidalgo, C.P. 11000, Mexico City

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📌 Technical Support Analyst (Ciudad de México)
🏢 Infor
📍 Ciudad de México