General information

Global Support
Job ID

Description & Requirements

Job description:

65% Provides initial direct telephone and remote support to customers:

  • Provides preliminary troubleshooting and rectifies issues.
  • Assigns priorities on customer issues and routes the incidents 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 Support Portal.

30% Handles miscellaneous customer requests and performs support functions for Support Team as required:

  • Resolves most frequently asked questions via phone or email with the help of the on-line Knowledge Center.
  • Walks a customer through the use of the Website online Knowledge Center.
  • Works with allied department of Sales, Services and Development, to pass appropriate requests to them.
  • Takes incoming incidents/emails and processes them in our support system.
  • Takes incoming calls for other products as required.

5% other duties as assigned.

Basic Qualifications:

  • Graduates in Bachelor of Hospitality Management / Diploma in Hospitality (IHM or similar institutes) or Post Graduate degree in Travel and Hospitality/Bachelor of Science/Engineering graduates.
  • Bachelor of Computer Applications/ Master of Computer Applications
  • The candidate should be from Software or Hospitality (*domain) background.
  • Exposure to the Front office or Property Management Software is preferred.

Preferred Qualifications:

  • Longer periods of Front Office experience
  • Good written and verbal English language skills (including Active Listening)
  • General product knowledge.
  • Applies the product/technical/functional knowledge to arrive at effective and quick solutions.
  • Customer oriented with attention to detail. 
  • Ability to work with different working styles in a team environment.
  • Develops and maintains smooth working relationships with coworkers in one’s own and other departments.


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.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion. For more information visit

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.


We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (PBM™). Informed by the principles that allow a free and open society to flourish, PBM™ 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.