General information

Global Support
Job ID

Description & Requirements

Candidate should be qualified to offer technical support to Infor customers who are using the Infor POS product. Candidate should be willing to work in shifts, which includes India night hours. Good technical aptitude, strong knowledge of the English language & communication skills, ability to work in a team and good customer service skills are key.   An Infor POS support analyst should have the technical aptitude to learn our POS software/hardware systems. He/she should be able to provide excellent remote customer service to our customers in Canada, Americas, and Europe. Candidates should have excellent command over the English language, both verbal and written. Typically reports to a manager or team lead.

Essential Duties:

An Infor POS analyst should have the ability to smoothly transition to live support following product training. The analyst should offer seamless remote assistance to customers, as prescribed in internal department procedures. Analyst should retain and enhance his/her technical product knowledge. Diligently working on every customer case is key and so is following department policies and procedures. Our customers are based primarily in Canada and the U.S. An Infor POS analyst is expected to hold confident communications with all our customers in the English language, irrespective of regions. The Infor POS department operates 24/7 and POS analysts should be flexible to work all shift hours per business needs. Monthly team and individual goals are set for all team members, and everyone is expected to meet or exceed them.

Basic Qualifications:

1. Experience range: 3-5 years’ work experience in hotel industry- Front Desk or F & B Service departments, preferably F & B service
2. Technical skills: operational expertise on hotel operating software systems (Property Management Systems/PMS or Point Of Sale Systems/POS) and proficiency in basic Microsoft applications (word, ppt, excel) is a must. Additional knowledge of computer applications, SQL certification and such is a plus.
3. Linguistical abilities: Proficiency in the English language & customer service skills.
4. Academic qualifications: IHM, IIHM, BHM or equivalent degrees.
5. Work hours & shifts: willing to work during India night hours.
6. Technical skills in PC troubleshooting to include Windows desktop operating systems (Windows 7/10/11), TCP/IP networking, including troubleshooting using O/S command line utilities, DHCP vs fixed IP addresses, and IP networks/subnet masks, knowledge of peripherals devices including receipt printers, barcode scanners, credit card terminals, and the ability to understand SQL databases and queries.
7. Candidates’ work experience should be with a reputable hotel group (Taj, Oberoi, Sheraton, ITC, Ramada, Accor, Marriott, Hyatt, The Leela and similar).

Preferred Qualifications:

1. Previous experience with Point of Sale, restaurant, or hospitality work environments.
2. Technical certifications in networking, SQL, operating systems, or others.
3. Previous experience using a CRM to log and work incidents such as: Salesforce, Zendesk or ServiceNow would be considered an asset.

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 Principle Based Management™ (PBM™) 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™ 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.

At Infor we value your privacy that’s why we created a policy that you can read here.