(15h Left) Product Support Analyst

Description Requirements Overview Candidate should be qualified to offer technical support to Infor customers who are using the Infor POS product Candidate should be willing to work in shifts which includes India night hours Good technical aptitude strong knowledge of the English language communication skills ability to work in a team and good customer service skills are key An Infor POS product support analyst should have the technical aptitude to learn our POS software hardware systems He she should be able to provide excellent remote customer service to our customers in Canada Americas and Europe Candidates should have excellent command over the English language both verbal and written Typically reports to a manager or team lead A Day in The Life Typically Includes Supporting a US and Canadian customer base on the Infor POS product through all available support channels which currently includes a case queue populated with cases created by customers through our self-service portal and or by phoning the customer care team who inputs case details on behalf of the customer along with live direct to tech support chat via SMS text message Picking up and working customer cases from the product support queue based on priority and service level agreement expiration time to ensure the initial response of all cases meet contractual service level obligations Owning a case through resolution troubleshooting the issue following all department policies and procedures Internally escalating to the technical support team when needed for additional expertise Using effective written and verbal communications skills throughout the case lifecycle including timely case updates to ensure a great customer experience Attend daily huddle and or other meetings as needed Keep current and expand knowledge on the POS product line by attending internal product release webinar or other training meetings when scheduled Meeting or exceeding monthly team and individual KPI goals Basic Qualifications 2-4 years work experience in the IT and or hotel industries Hotel experience should be with the front desk or Food Beverage F B service departments preferably F B service IT experience should include PC helpdesk technician or similar roles If work experience is in the hotel industry it should be with a reputable hotel group Taj Oberoi Sheraton ITC Ramada Accor Marriott Hyatt The Leela or similar Bachelor s degree in computer science or equivalent and or a degree in hotel hospitality management or equivalent Expertise on hotel software systems Property Management Systems PMS or Point of Sale Systems POS and proficiency in basic Microsoft applications Word PowerPoint Excel -Preferred PC troubleshooting to include Windows desktop operating systems Windows 7 10 11 TCP IP networking including troubleshooting using O S command line utilities DHCP vs fixed IP addresses IP networks subnet masks knowledge of peripheral devices including receipt printers barcode scanners credit card terminals and the ability to understand SQL databases and queries Proficiency in the English language customer service skills willing to work during India night and or day hours from the Bangalore office Work schedules may be fixed or rotational based on business needs Preferred Qualifications Technical certifications in networking SQL operating systems or others such as CompTIA A Previous experience using a CRM to log and work incidents such as Salesforce Zendesk or ServiceNow would be considered an asset Understanding of Cloud based systems and infrastructure 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 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 We have a relentless commitment to a culture based on PBM TM 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 Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters including some who have made fraudulent offers of employment Please read our and protect yourself from recruitment scams Fraud Privacy Policy We value your privacy at Infor You may access our privacy policy