Product Support Analyst

Description Requirements Product Support Analysts provide responsive quality support to Infor customer via phone and remote system access They are also responsible for documenting this support in the department s Service Now call tracking system Use and creation of knowledge-based tools and documentation to diagnose research and resolve technical issues Responsibilities This is a hybrid position normally defined by 3 days in office 2 days WFH Candidates should be prepared to work holidays all shifts including India overnight hours Provide product support by responding to incidents in a timely manner interpreting queries and problems examining data error logs and utilizing all available support material and tools to successfully resolve the problem Work collaboratively within a team and mentor new hires to resolve customer issues in a timely manner Develop and maintain effective customer communications by managing the customers expectations through use of negotiation persuasion diplomacy and clear communication in the English language ensuring customer satisfaction and customer retention Generate hardware parts orders when needed ensuring that properly configured part requests are forwarded to the Infor Parts department Provide application support to customer accounts for Infor products specifically for Infor Restaurant Point of Sale products Basic Qualifications Strong command of the English language to effectively articulate complex ideas in simple terms to customers Exceptional interpersonal and customer service orientation skills Experience range 2-4 years work experience and knowledge of PC s networks and hardware troubleshooting Exceptional interpersonal and customer service orientation skills Working knowledge of current Windows and Linux operating systems and their associated tools and file structures Proficiency in basic Microsoft applications Word PowerPoint Excel Industry knowledge Understanding of fast food and or POS restaurant operations and systems Advanced problem solving and analytic skills Able to both multi-task and manage priorities effectively Working knowledge of computer system networking topologies troubleshooting and tools including TCP IP O S command line utilities DHCP vs fixed IP addresses and subnet masks Working knowledge of the SQL databases and query language One or more IT certifications including but not limited to CompTIA A CompTIA Linux LPIC-1 and or certification training certificate in current versions of Microsoft SQL server Windows Server or Windows desktop operating systems Preferred Qualifications Familiarity with Point of Sale restaurant or fast-food work environments and terminology Working knowledge of computer system networking topologies troubleshooting and tools including TCP IP O S command line utilities DHCP vs fixed IP addresses and subnet masks About Infor 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 For more information visit Our Values At Infor we strive for an environment that is founded on a business philosophy called TM PBM TM and eight Guiding Principles integrity stewardship compliance transformation principled entrepreneurship knowledge humility respect self-actualization Increasing diversity is important to reflect our markets customers partners and communities we serve in now and in the future We have a relentless commitment to a culture based on PBM Informed by the principles that allow a free and open society to flourish PBM TM prepares individuals to innovate improve and transform while fostering a healthy growing organization that creates long-term value for its clients and supporters and fulfillment for its employees Infor is an Equal Opportunity Employer We are committed to creating a diverse and inclusive work environment Infor does not discriminate against candidates or employees because of their sex race gender identity disability age sexual orientation religion national origin veteran status or any other protected status under the law If you require accommodation or assistance at any time during the application or selection processes please submit a request by following the directions located in the FAQ section at the bottom of the infor com about careers webpage At Infor we value your privacy that s why we created a policy that you can read