Department: Customer Support

Location: Bengaluru

Description

Product Support Analysts provide responsive, quality support to Infor customer via phone and remote system access. They are also responsible for documenting this support in the department's Service Now call tracking system. Use and creation of knowledge-based tools and documentation to diagnose, research and resolve technical issues.

A Typical Day In The Life Includes

Provide courteous customer service in an accurate and timely manner per existing procedures and publish KPI benchmarks.
Provide product support by responding to incidents, interpreting queries and problems, examining data and error logs, and utilizing all available support material and tools to resolve the problem successfully.
Develop and maintain effective customer communications by managing the customers expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
Generate hardware parts orders ensuring that properly configured part requests are forwarded to the Infor Parts department.
Provide application support to customer accounts for Infor products, specifically for Infor Restaurant Point of Sale products.

Basic Qualifications

Advanced problem solving and analytic skill
Ability to work as a self-starter researching both problem and solutions from available documentation and resources.
Good writing and editing skills; excellent communication skills.
Interpersonal and customer service/orientation skills.
Organizational skills required to ensure the most effective and timely delivery of service to clients.
Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
Working knowledge of the Windows and Linux operating systems and their associated tools and file structure.
Working knowledge of the SQL query language.
Working knowledge of computer system networking topologies, troubleshooting and tools.
Strong command of the English language to effectively articulate complex ideas.

Preferred Qualifications

Technology Help Desk experience or field service equivalent
Knowledge of Windows operating system and file system (certification preferred)
Knowledge of UNIX or Linux operating system (certification preferred)
Base knowledge of industry standard network topology, terms and troubleshooting
Familiarity with computer POS technology

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.

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. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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