Infor

Associate Product Support Analyst is a hybrid (office/home) position that mainly handles incoming phone calls as well as monitoring email requests to our support desk. This position will triage problem issues, determine severity and record pertinent details into the Service Now application.

Responsibilities: 

• This is a hybrid position normally defined by 3 days in office, 2 days WFH.
• Answer incoming phone calls for support. During this interaction, the Associate Analyst needs to decipher and transcribe details of the problem and assign a priority (1 through 4) which reflects the impact on the customers system as well as determines the department’s response time to that call.
• Monitors email mailboxes and auto-generated calls in Service Now to assign the proper account and priority to these instances.
• Continually interact with the support team, keeping them aware of new, critical cases and updates to existing ones.
• Performs data entry work in Service Now and other databases to keep customer account information up to date.
• Initiates reports and other light administrative tasks.

Basic Qualifications:

• Exceptional command of the English language
• Excellent customer service skills with 1 year of experience.
• Excellent PC skills, working knowledge of Microsoft Office (Outlook, Word, Excel)
• Solid administrative experience with excellent attention to detail
• Ability to work in a demanding environment.
• Effective oral and written communication

Preferred Qualifications:

• Familiarity with the software industry, specifically support environment.
• Exposure to the Foodservice industry
• Bonus if previous experience with the Service Now application