Department: SaaS

Location: Bengaluru

Description

Candidate should be qualified to offer technical support to Infor customers who are using the Infor POS product. Candidate should be willing to work in shifts, which includes India night hours. Good technical aptitude, strong knowledge of the English language & communication skills, ability to work in a team and good customer service skills are key. An Infor POS product support analyst should have the technical aptitude to learn our POS software/hardware systems. He/she should be able to provide excellent remote customer service to our customers in Canada, Americas, and Europe. Candidates should have excellent command over the English language, both verbal and written. Typically reports to a manager or team lead.

A Typical Day In The Life Includes

Supporting a US and Canadian customer base on the Infor POS product through all available support channels, which currently includes a case queue populated with cases created by customers through our self-service portal and/or by phoning the customer care team, who inputs case details on behalf of the customer, along with live, direct to tech support chat via SMS text message.
Picking up and working customer cases from the product support queue, based on priority and service level agreement expiration time to ensure the initial response of all cases meet contractual service level obligations.
Owning a case through resolution, troubleshooting the issue following all department policies and procedures. Internally escalating to the technical support team when needed for additional expertise.
Using effective written and verbal communications skills throughout the case lifecycle, including timely case updates, to ensure a great customer experience.
Attend daily huddle and/or other meetings as needed.
Keep current and expand knowledge on the POS product line by attending internal product release, webinar, or other training meetings when scheduled.
Meeting or exceeding monthly team and individual KPI goals.

Basic Qualifications

2-4 years work experience in the IT and/or hotel industries. Hotel experience should be with the front desk or Food & Beverage (F&B) service departments, preferably F&B service. IT experience should include PC helpdesk/technician or similar roles.
If work experience is in the hotel industry, it should be with a reputable hotel group (Taj, Oberoi, Sheraton, ITC, Ramada, Accor, Marriott, Hyatt, The Leela or similar).
Bachelor's degree in computer science or equivalent, and/or a degree in hotel/hospitality management or equivalent.
Expertise on hotel software systems (Property Management Systems/PMS or Point of Sale Systems/POS) and proficiency in basic Microsoft applications (Word, PowerPoint, Excel)-Preferred
PC troubleshooting to include Windows desktop operating systems (Windows 7/10/11), TCP/IP networking, including troubleshooting using O/S command line utilities, DHCP vs fixed IP addresses, IP networks/subnet masks, knowledge of peripheral devices including receipt printers, barcode scanners, credit card terminals, and the ability to understand SQL databases and queries.
Proficiency in the English language & customer service skills.
willing to work during India night and/or day hours from the Bangalore office. Work schedules may be fixed or rotational based on business needs.

Preferred Qualifications

Previous experience with Point of Sale, restaurant, or hospitality work environments.
Technical certifications in networking, SQL, operating systems, or others such as CompTIA A+.
Previous experience using a CRM to log and work incidents such as: Salesforce, Zendesk or ServiceNow would be considered an asset.
Understanding of Cloud based systems and infrastructure.

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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Product Support Analyst