Support Consultant

2 weeks ago

Dallas, United States PCG Full time
Job DescriptionJob Description

Infor LN Finance Functional Support Professional

Why PCG?

PCG is leading the business sustainability revolution. Be a part of an incredibly talented, dedicated, industrious, and creative team. At PCG our consultants, practice leaders, and customer support advocates are the best in the industry. We know that when you surround yourself with the best, you achieve success – success for our customers.

We are a trusted provider of tailored end-to-end IT solutions that consistently and predictably deliver business sustainability. PCG is a company built on relationships, partnerships, and experiences. We offer a single point of accountability. We have tremendous resources and capabilities in place to care for every aspect of a customer’s technology environment—from the back office to edge apps to the cloud and across the entire supply and demand chain. Whether it’s enterprise application cloud and hosting solutions or enterprise application (ERP) implementation and management, partner with our customer’s for success.

Detailed Description and Job Requirements

As a member of the PCG support organization, your focus is to provide post-migration support for Infor LN/Baan – Finance for the Eastern time zone.

This involves resolving post-migration technical and non-technical inquiries via phone and electronic means, as well as, aiding with technical questions regarding the use of and troubleshooting of ERP solutions for customers. Act as a primary point of contact for customers you are assigned to support and provide advice and direction.

As part of the support team, you will be the technical interface to customers and Original Equipment Manufacturers (OEMs) for the resolution of requests, issues, and problem management. Your primary task will be to provide support to customers who contact the Support Services Team and maintain a high level of customer satisfaction meeting guidelines (mostly through electronic means). Able to work with customers, senior support professionals, management, work independently.

Job Description

  • Act as a point-of-contact for PCG Infor LN customers by providing phone and online resolutions of issues
  • Liaison between the customer and software vendor
  • Take lead and be responsible for facilitating customer resolutions by providing advice and assistance to customers and their situations for escalated issues
  • Maintain a high level of customer satisfaction while meeting guidelines
  • Practice and train in your area of expertise, LN Finance, and acquire new skills in Infor LN
  • 10-20% travel when needed at the customer site
  • Flexible to support EST or PST time zones

Qualifications

  • Possesses Bachelor's Degree or equivalent experience
  • Must have experience implementing within a multi-company environment
  • Minimum 5 years of experience with Infor LN/Baan - Finance
  • Proficient with Microsoft Office Excel, PowerPoint, Word, Microsoft Projects
  • Working within an ITSM Ticket System (ConnectWise) tracking support time for the service request, issue, and problem resolutions
  • GC holder or US Citizen required as this is an ITAR role

Skills and Experience

  • Candidates will have customer support skills with Infor LN/Baan – Finance
  • Knowledge of Multi-Site operations in LN CE
  • Finance Processes knowledge - AP, AR, GL, Cash Management, Statements

Location:

  • PCG support team members can reside anywhere in the US, this is a remote position

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