Job Description
Role: Product Support Associate
Location: Bangalore
Interview Mode: Face to Face
Shift Timings: 11pm to 8 am(night shifts)
Position Summary
This position is to provide technical support and troubleshoot issues for customers of Infor Hospitality products, ascertain the nature and severity level of the customer's issues and determine the best resource in Support to work the incident. Excellent support is vital to customer retention.
A Day in The Life Typically Includes:
(% 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 cases 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 website online Knowledge Center.
* Works with allied department of Sales, Services and Development to pass related requests to them.
* Takes incoming cases/emails and processes them in our support system.
* Takes incoming calls for other products as required.
5% of other duties as assigned.
What You Will Need:
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.
* 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.
What Will Put You Ahead:
Preferred Qualifications:
* BHM graduates are preferred.
* 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
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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 [1] www.infor.com
References
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1. https://www.infor.com/
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called [1] 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 [2] FAQ section.
Fraud Awareness
We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our [3] guidelines and protect yourself from recruitment scams.
Fraud Privacy Policy
We value your privacy at Infor. You may access our privacy policy [4] here.
References
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1. http://https//www.kochind.com/about/business-philosophy
2. https://www.infor.com/about/careers/faq
3. https://dam.infor.com/api/public/content/b45f298e1ab44b84ac898d759b2c21f7v=3994f5e9
4. https://www.infor.com/about/privacy
