Technical Support Analyst with German

Infor is a global leader in business cloud software products for companies in industry-specific markets, providing complete industry suites in the cloud with a focus on user experience, data science, and integration. Over 60,000 organizations worldwide use Infor for digital transformation. The role is part of the COM System Support team, focusing on system-level troubleshooting for Infor ERP solutions.

• Professional-level verbal and written communication skills in German and English.
• Experience in technical support, application support, software support, service desk, or a similar customer-facing role.
• Strong analytical and problem-solving skills with ability to diagnose and resolve technical issues.
• Ability to manage multiple priorities in a dynamic environment.
• Collaborative mindset to work effectively within a global team.
• Experience supporting ERP, enterprise software, or SaaS applications.
• Knowledge of SQL and relational databases.
• Experience with ticketing and incident management systems such as ServiceNow.

Nice to have:

• Familiarity with root cause analysis and technical troubleshooting methodologies.
• Knowledge of ITIL processes and best practices.
• Experience conducting remote customer troubleshooting sessions.
• Exposure to workflow configuration, system integrations, or technical application support environments.
• A curious, hands-on approach and passion for understanding system internals.

• Provide high-quality technical support for Infor ERP applications, ensuring customer satisfaction and product usability.
• Investigate and resolve complex technical issues through root cause analysis and structured troubleshooting.
• Manage and prioritize customer cases using ServiceNow and other support tools.
• Conduct customer calls and remote troubleshooting sessions to diagnose and resolve issues.
• Analyze system behavior related to databases, workflows, printing, user access, and other technical components.
• Collaborate with Development, Product Management, and Consulting teams on escalated cases.
• Create and maintain case documentation, technical articles, and knowledge base content.
• Contribute to continuous improvement initiatives to drive operational excellence across the support organization.