Technical Support Analyst

About the role

Infor is seeking a Technical Support Analyst to join its Global Support team in Tunis. The role focuses on delivering high‑quality, customer‑focused assistance for Infor’s mission‑critical applications, ensuring clients maximize the value of their solutions.

Key responsibilities

• Provide timely technical support via phone, email, and web channels.
• Diagnose and troubleshoot software application issues, identify root causes, and propose effective solutions.
• Collaborate with R&D, Cloud Operations, and Product Management to resolve customer‑reported problems.
• Manage and prioritize a queue of support cases while meeting SLA and satisfaction targets.
• Create and maintain internal knowledge‑base articles, FAQs, and technical documentation.
• Act as a customer advocate by sharing feedback with cross‑functional teams to influence product improvements.
• Participate in ongoing product training to stay current with Infor technologies and industry trends.

Required profile

• Experience in technical support, application support, or help‑desk environments.
• Strong analytical and problem‑solving abilities.
• Ability to work independently and within a collaborative team.
• Familiarity with AI technology and infrastructure is a plus.

Required skills

• SQL and database querying.
• Log analysis.
• Experience with Cloud, SaaS, or ERP solutions.
• ITIL certification (preferred).

What we offer

• Opportunity to work with cutting‑edge enterprise software.
• Inclusive and diverse workplace committed to equal opportunity.
• Continuous learning and professional development.