Product Support Analyst, Principal

Description Requirements This position is responsible for delivering advanced technical support for Infor Hospitality products ensuring high-quality customer service issue resolution and knowledge sharing within the team This role requires deep product expertise strong problem-solving abilities ensuring seamless customer service and maintaining compliance with SLAs and SOPs The analyst is responsible for mentoring and guiding support team members enhancing their problem-solving skills and technical expertise along with collaboration with internal teams to address specific requests A strong customer-focused approach adaptability to new technologies and exceptional problem-solving skills are key to success in this role Responsibilities Incident Resolution Call Closures Assign priorities on customer issues and ensure cases are addressed in a timely manner with adherence to support SOPs Documents customer contact activity and maintains accurate data on Infor s Support Portal As a subject matter expert address escalated and complex cases utilizing your in-depth knowledge to find swift and effective resolutions Maintain SLA compliance when handling cases including chat closures Team Guidance Knowledge Base Maintenance Guide and support team members in resolving product-related issues and troubleshooting effectively Provide functional expertise and team guidance to enhance productivity and workflow efficiency Conduct on-floor training sessions during shifts on new and existing features Regularly contribute to and update the Knowledge Base with relevant and accurate information Multitasking Ownership Specialize in all modules features and interfaces within the respective product line Take full ownership and responsibility for managing ServiceNow queues and Outlook emails Ensure timely responses to Outlook emails maintaining the same SLAs as global queue processing Proactively drive resolution of customer issues both critical and non-critical through effective problem-solving and strategic methodologies Customer Satisfaction and Collaboration Participate in customer meetings as a representative of the department offering expertise and insights to address customer concerns and provide exceptional support Foster positive relationships with clients by demonstrating professionalism expertise and a customer-first approach during interactions Basic Qualifications Graduates with a bachelor s degree in hospitality management or a Postgraduate degree in Travel and Hospitality Engineering graduates BTech BE in any stream Bachelor of Science or Computer Applications graduates Excellent command of the English language with minimal influence from mother tongue or regional language nuances Extensive experience in product support preferably in hospitality software or a related field Strong knowledge of Infor Hospitality products interfaces and integrations Proficiency in ServiceNow Outlook and other support tools Strong verbal and written communication skills essential for interacting with Infor s global customers and analysts Preferred Qualifications BHM graduates are preferred especially those with experience in Front Office and Property Management Software Candidates with a Software IT or Hospitality domain background will have an added advantage Engineering Computer Science or IT graduates with proficiency in SQL and Databases are preferred Skills Competencies Ability to apply product technical and functional knowledge to arrive at effective and quick solutions Customer-oriented mindset with keen attention to detail Capability to adapt to different working styles in a team environment Passionate about individual team and organizational success Ability to build and maintain smooth working relationships across departments Adaptability to new technology and awareness of industry best practices Ability to train and mentor team members effectively Strong multitasking abilities and capability to handle high-pressure situations 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 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