Product Support Analyst

Job Description

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 SupportPortal.

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 5 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).

Role:Product Manager - Other

Industry Type:IT Services & Consulting

Department:Product Management

Employment Type:Full Time, Permanent

Role Category:Product Management - Other

Education

UG:B.Tech/B.E. in Production/Industrial, B.Sc in Chemistry, Any Graduate, BHM in Hotel Management

PG:Any Postgraduate

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