Algemene informatie

Global Support
Vacature ID:

Beschrijving & Vereisten

Essential Duties:

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 maintain 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 Web site 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 -  Bachelor of Hospitality Management / Diploma in Hospitality (IHM or similar institutes) or Post Graduate degree in Travel 
Bachelor of Computer Applications/ Master of Computer Applications may also apply
The candidate should be from Software support/services  or Hospitality (*domain) background.
Candidates must have domain/support experience from five to eight years specified but willing candidates with more experience may apply too.
Exposure to the Front office or Property Management Software is preferred.
Adequate Communication skills to interact with Infor’s global customers and analysts.

Profile Summary:

This position involves responding to troubleshooting issues from customers requiring software or technical support. One of the essential responsibilities is to provide technical support for Infor Hospitality products. This position is responsible for ascertaining the nature of the customer’s issues and its severity level to determine the best resource in Support Services to work the incident. The candidate must be willing to work in shifts including night shifts according to business requirements.  
One of Infor’s important objectives is the retention of customers through superior service, and the realization of Customer Lifetime Value.  In the globalized marketplace products become commodities and service is the key differentiator between products and organizations. Our analysts are at the front-line of interaction with the customer and end-user and their exceptional customer service has built up a loyal, global customer base and gives Infor its reputation for excellence. The analysts are also the sensory organs of Infor and they provide vital inputs from the customer for the evolution of our software in the rapidly changing environment of the market. The analyst works in concurrence with Development to adapt the software to meet agile needs of the times.

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.