Product Support Analyst

Department: Customer Support Location: Tunis Description • Manage support cases submitted by customers through ServiceNow for the Anael Finance WS product. • Assess, qualify, and manage each customer case by: • Providing customers with appropriate solutions to resolve their issues. • Reproducing reported issues and, when necessary, escalating cases to the Development team with clear supporting information, while monitoring progress through resolution. • Redirecting cases to the appropriate department, such as Sales or Consulting, when the request falls outside the scope of Support. • Meet agreed service commitments, including deadlines and procedures, based on the priority and nature of each case. • Communicate clearly and professionally, both verbally and in writing, with customers, internal teams, and managers. • Stay up to date with developments and enhancements related to the Anael Finance WS product. • Participate in testing activities and review user documentation when new product versions or important PTFs are released. • Support customers with the implementation of the 2026/2027 electronic invoicing mandate in France and the broader European rollout through 2030 (ViDA). A Typical Day In The Life Includes • Resolve customer incidents and provide timely, effective support. • Document and manage customer cases accurately in ServiceNow. • Proactively keep customers informed about the progress of their issue resolution. • Test and reproduce issues reported by customers and/or consultants within internal environments. • Enhance the Anael Finance knowledge base by creating useful articles and documentation for customers and consultants. • Perform additional monitoring, testing, and troubleshooting activities, including remote support through tools such as Microsoft Teams and Zoom. • Collaborate with the Development team, when necessary, to resolve complex customer cases and provide all relevant information required for investigation. • Manage customer communication regarding product developments and related updates. Basic Qualifications • Advanced degree in Accounting, Business Management, or a related field. • At least 5 years of experience as a Support Analyst, Consultant, or experienced user within the accounting field. • Solid knowledge of the Anael Finance WS product is a significant plus. • 5–6 years of functional accounting experience, with knowledge of current legislation and key accounting processes, including: • Electronic invoicing, including the Electronic Invoicing Law 2026. • General and analytical accounting. • Third-party accounting, including purchase journals, sales, customer collections, and supplier payments. • Accounting reporting, including general and auxiliary ledgers and balances. • Fixed assets, VAT, DAS2, and Intrastat declarations (DEB and DES). • Banking processes, including bank reconciliations. • Monthly accounting processes, including deferrals and provisions. • Annual accounting processes, including accounting closing and FEC generation. • Strong customer orientation and communication skills. • Excellent written and verbal communication skills. • Strong ability to explain concepts clearly and effectively to customers and colleagues. • Ability to adapt effectively to changing and demanding environments. • Comfortable working with modern web and desktop technologies, as well as collaborative tools such as ServiceNow, Jira, and Wiki platforms. • Proven ability to work effectively within a multicultural team, with a good level of written and reading proficiency in English. Preferred Qualifications • Knowledge of business partner solutions such as Yooz and E-Finance. • Technical knowledge of SQL and Microsoft technologies is an advantage, although this is primarily a functional role. About Infor Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 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