Department: SaaS
Location: Bengaluru
Description
This position is to provide technical support to customers using Infor Hospitality products. This role involves troubleshooting and resolving product-related issues while ensuring accurate documentation of customer interactions in compliance with the SLAs and SOPs of the Infor Support team. Additionally, the analyst assists with general customer inquiries, guides users to self-help resources, and collaborates with internal teams to address specific requests. A strong customer-focused approach, problem-solving skills, and adaptability to new technologies are essential for success in this role.
A Typical Day In The Life Includes
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's Support Portal.
30% Handles miscellaneous customer requests and performs support functions for Support Team as required:
- Resolves most frequently asked questions via Infor's Support Portal, phone, email, and chat with the help of the Knowledge Center.
- Walks customers through the online Knowledge Center available on the support portal.
- 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% other duties as assigned.
Basic Qualifications
- Candidates should hold a Bachelor's degree in Hospitality Management, Travel and Hospitality, Engineering, Science, or Computer Applications, with up to 5 years of experience eligible to apply.
- Strong command of English with clear and professional communication skills is essential for engaging with global customers and analysts.
- Applicants should demonstrate excellent verbal and written communication, along with strong critical thinking and problem-solving abilities.
- A collaborative attitude, teamwork skills, and the ability to work effectively in a dynamic environment are highly valued.
Preferred Qualifications
- Ability to apply product, technical, and functional knowledge to arrive at effective and quick solutions.
- Customer-oriented mindset with keen attention to detail.
- Capability to adapt to different working styles in a team environment.
- Passionate about individual, team, and organizational success.
- Ability to build and maintain smooth working relationships across departments.
- Adaptability to new technology and awareness of industry best practices.
- Self-driven with a learning mindset to enhance technical knowledge and skills.
- Good data entry skills (Typing speed: 30-40 words per minute).
- General computer skills, including Microsoft Office and operating systems knowledge (a plus).
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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