Product Support Analyst - - 16966

General information

Pays

Inde

Région

Karnataka

Ville

Bengaluru

Identifiant du poste

44458

Department

Customer Support

Description & 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 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).

À propos d’Infor

Infor est un leader mondial des produits logiciels cloud d’entreprise pour les entreprises de marchés sectoriels. Infor crée des suites industrielles complètes dans le cloud et déploie efficacement une technologie qui place l’expérience utilisateur au premier plan, exploite la science des données et s’intègre facilement dans les systèmes existants. Plus de 60 000 entreprises dans le monde font confiance à Infor pour surmonter les perturbations du marché et réaliser une transformation numérique à l’échelle de l’entreprise.

Pour plus d’informations, visitez www.infor.com

Nos valeurs

Chez Infor, nous visons un environnement fondé sur une philosophie d’entreprise appelée Principle Based Management™ (PBM™) et huit principes directeurs : intégrité, gérance & conformité, transformation, entrepreneuriat fondé sur des principes, connaissance, humilité, respect, réalisation de soi. L’augmentation de la diversité est importante pour refléter nos marchés, nos clients, nos partenaires et les communautés que nous servons aujourd’hui et à l’avenir.

Nous avons un engagement sans relâche envers une culture basée sur PBM. Informé par les principes qui permettent à une société libre et ouverte de s’épanouir, PBM™ prépare les individus à innover, à s’améliorer et à se transformer tout en favorisant une organisation saine et en croissance qui crée de la valeur à long terme pour ses clients et ses partisans et l’épanouissement de ses employés.

Infor souscrit au principe de l’égalité des chances. Nous nous engageons à créer un environnement de travail diversifié et inclusif. Infor ne discrimine pas les candidats ou les employés en raison de leur sexe, de leur race, de leur identité de genre, de leur handicap, de leur âge, de leur orientation sexuelle, de leur religion, de leur origine nationale, de leur statut d’ancien combattant ou de tout autre statut protégé par la loi.

Chez Infor, nous respectons votre vie privée, c’est pourquoi nous avons créé une politique que vous pouvez lire ici.