Infor

 (% of time on each):

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 Infor Support Portal, phone, email, and chat 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 related 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 with Bachelor of Hospitality Management / Diploma in Hospitality (IHM or similar institutes) or Post Graduate degree in Travel and Hospitality
• Fresh BHM graduates or those with upto 5 years of experience may apply.
• Engineering graduates (BTech), Bachelor of Science (Computers & IT have an edge)  
• Bachelor of Computer Applications/ Master of Computer Applications
• Good command over English Language free mother tongue and regional language influence.
• Good Communication skills to interact with Infor’s global customers and analysts.

Preferred Qualifications:

• Good written and verbal English language skills including Active Listening.
• Proficiency in SQL and Databases (Engineering/ Computer Science/ IT graduates)
• Bonus points for Candidates  from Software/IT or Hospitality (*domain) background.
• Knowledge of SQL and Databases (Engineering/ Computer Science/ IT graduates)
• BHM graduates with experience in Front office and Property Management Software are preferred.
• General product knowledge (for BHM graduates).
• 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.
• Passionate about individual, team, and organization’s success.
• Develops and maintains smooth working relationships with coworkers in one’s own and other departments.
• Ability to adapt to new technology and stays informed about industry practices.
• Demonstrates self-learning ability to develop technical knowledge, skills and self-improvement.
• Good data entry skills. (Type 30-40 words per minute).
• General Computer Skills, Microsoft Office, and operating systems a plus