General information

Country
India
State
Karnataka
City
Bengaluru
Department
Software as a Service
Job ID
23396

Description & Requirements

Title: Training Specialist -Senior

Location: Bangalore

 Summary:

This position involves selecting, new hires with the right virtues,  talent and  skills to match the support requirement of dealing with Infor’s international Hospitality customer base and training  and developing their  customer service and communication skills.  It includes training in accent neutralization, voice coaching, language, and written skills. This role also includes monitoring calls, incident steps and manage quality assurance

This position is also responsible to follow up on the cause and reason of dissatisfied CSAT Reports and to work with the concerned analysts on it, and to provide remedial training for existing support staff.

Just as product, tech, design, distribution, marketing, sales, manufacturing matter, so does Support and Service.  Good customer service and support helps with creating happy customers, leading to retention and increase in revenue. This position through its intervention, helps retain customers and realization of higher Customer Lifetime Value, enhanced reputation, and brand image, rise in customer satisfaction scores and comments of appreciation by customers and turnaround of dissatisfied customers.

A Day in The Life Typically Includes:

  • The candidate will have a strong technical background with experience working on medium to large scale environments.
  • Good Knowledge and Experience with Linux and other operating systems.
  • Experience with Ansible, Jenkins, Python, Docker.
  • Previous experience working with SaaS or cloud Infrastructure
  • Production experience in AWS distributed and hybrid cloud application architectures and Good knowledge on AWS services like Security Group, Load Balancers, S3, IAM, Network, EC2, CloudWatch, RDS etc.
  • Experience with one or more tools such as JIRA, Confluence, PagerDuty, Ambari, Spark and Splunk.
  • Experience in scaling large-scale transaction production systems for operational resiliency
  • Hands on experience with AWS services like Elastic Compute Cloud (EC2), Elastic Load-balancers, Auto Scaling.
  • Experience in performance tuning at OS level.
  • Work as part of a cross-functional team to provide technical support, troubleshooting and complex problem resolution on escalated issues while monitoring and maintaining application environment stability.
  • Provide support during large scale scheduled maintenance and disaster recovery efforts
  • Configure Linux system and Middleware according to documented guideline
  • Identify, research, and develop system process improvements and recommends them to management for implementation/automation
  • Create, use and maintain resource documentation for reference and troubleshooting problems
  • Create and follow change requests in accordance with change management policy
  • This position operates in a 24x7x365 environment. Participate in the rotating "on call" schedule with other members of the team.
  • Running AWS-based automation, system level automation and troubleshooting issues when they arise.
  • Experience in Build Release management, setting up CI/CD pipelines, managing various tools required in the software lifecycle, Scripting in shell, Python, Groovy or Java and UNIX / Linux System administration

What You Will Need:

 Basic Qualifications:

  • Graduate degree or postgraduate degree, preferably in English
  • Strong customer service / training background
  • Familiarity with Office Tools
  • Familiarity with call monitoring tools
  • Previous experience in a global support or contact center would be an advantage
  • Must be fluent in written and spoken English.
  • Proven organizational and communications skills.
  • Ability to handle multiple projects, keeping priorities in perspective.
  • Proven ability to collaborate with virtual team members.

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 Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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 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 Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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.