| Required Skills: · Provides complete, reliable and prompt information to customers. · Ability to work with different working styles in a team environment. · Passionate about individual, team and organization's success. · Develops and maintains smooth working relationships with coworkers in one's own and other departments. · Ability to adapt to new technology · Demonstrates self-learning ability to develop technical ability and self-improvement. - Stays informed about industry practices
· Good data entry skills. (type 30-40 words per minute) · Knowledge of Crystal Reporting or SQL reporting services is a plus · General Computer Skills, Microsoft Office and operating systems a plus - Knowledge of Infor Xtreme portal.
Responsibilities: 65% Provides initial direct telephone support to customers: · Provides preliminary troubleshooting and resolves issues · Assigns priorities on customer issues and routes the incidents to the appropriate resource area of Support Services when unable to resolve the incident assigned to oneself. · Documents customer contact activity and maintain accurate data in Infor Xtreme 30% Handles miscellaneous customer requests and performs support functions for Support Team as required: · Resolves most frequently asked questions via phone or email with the help of the online Knowledge Center. · Walks a customer through the use of the Web site online Knowledge Base. · Works with allied departments of Development, Quality Assurance, Sales and Services to pass on appropriate requests and required information to them · Takes incoming incidents/emails and processes them in our support system 5% other duties as assigned | 
