Product Support Analyst, Associate

Requirements This position is to provide technical support to customers using Infor Hospitality products This role involves troubleshooting and resolving product-related issues while ensuring accurate documentation of customer interactions in compliance with the SLAs and SOPs of the Infor Support team Additionally the analyst assists with general customer inquiries guides users to self-help resources and collaborates with internal teams to address specific requests A strong customer-focused approach problem-solving skills and adaptability to new technologies are essential for success in this role Responsibilities 65 Provides initial direct telephone and remote support to customers Provides preliminary troubleshooting and rectifies issues Assigns priorities on customer issues and routes the cases to the appropriate resource area of Support Services when unable to resolve the incident assigned to oneself Documents customer contact activity and maintains accurate data on Infor s Support Portal 30 Handles miscellaneous customer requests and performs support functions for Support Team as required Resolves most frequently asked questions via Infor s Support Portal phone email and chat with the help of the Knowledge Center Walks customers through the online Knowledge Center available on the support portal Works with allied department of Sales Services and Development to pass related requests to them Takes incoming cases emails and processes them in our support system Takes incoming calls for other products as required 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 Fresh graduates or those with up to 2 years of experience may apply Excellent command of the English language with minimal influence from mother tongue or regional language nuances Strong verbal and written communication skills essential for interacting with Infor s global customers and analysts Demonstrated critical thinking and problem-solving abilities Proven teamwork skills and a collaborative attitude 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 Self-driven with a learning mindset to enhance technical knowledge and skills Good data entry skills Typing speed 30-40 words per minute General computer skills including Microsoft Office and operating systems knowledge a plus 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 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