Product Support Analyst

Mployee.me; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Infor Bengaluru is seeking a Support Analyst to provide technical support for Infor Restaurants POS to US customers. The role requires strong technical aptitude, excellent English communication, and teamwork to deliver remote support.

The candidate will learn Infor Restaurants software/hardware, handle cases, analyze logs, and ensure a positive customer experience while supporting 24/7 operations with rotational shifts.

Qualifications

• 2–4 years of experience in PC helpdesk or technical support.
• Understanding of fast-food/restaurant POS operations.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written English communication.
• Willingness to work rotational shifts, including India night shifts.
• Proficiency in Word, PowerPoint, and Excel.
• Knowledge of Windows and Linux; networking basics; SQL knowledge.
• IT certifications such as CompTIA A+, Linux+, LPIC-1, MS SQL/Windows certs.

Responsibilities

• Provide courteous, accurate, and timely technical support to customers per procedures.
• Respond to cases, interpret issues, analyze data/logs, and resolve problems.
• Provide application support for Infor Restaurants POS products.
• Troubleshoot software, hardware, OS, networking, and POS issues.
• Maintain effective customer communication and manage expectations.
• Generate hardware parts orders and forward to the appropriate team.
• Provide remote technical assistance to US-based customers after training.
• Meet or exceed individual and team performance goals.
• Support the team's 24/7 operations via rotational shifts.

Skills

PC helpdesk experience

POS operations knowledge

English communication

Rotational shifts

MS Office Proficiency

Windows/Linux basics

Networking basics

SQL databases

IT certifications

Tools

Salesforce

Zendesk

ServiceNow

Job description

Department: Customer Support

Location: Bengaluru

Description

The Support Analyst provides technical support to Infor customers in the United States using Infor Restaurants Point of Sale (POS) products. The role requires strong technical aptitude, excellent verbal and written English communication, strong customer service skills, and the ability to work effectively in a team environment.

The successful candidate should have the technical aptitude to learn Infor Restaurants software, hardware, systems, and support processes and provide excellent remote support to customers. This position typically reports to a Manager or Team Lead.

A Typical Day In The Life Includes

• Provide courteous, accurate, and timely technical support to customers in accordance with established procedures.
• Respond to customer cases, interpret technical issues, analyze data and error logs, and use available support tools and documentation to resolve problems.
• Provide application support for Infor Restaurants POS products.
• Troubleshoot software, hardware, operating system, networking, and POS-related issues.
• Maintain effective customer communication, manage expectations, and ensure a positive customer experience.
• Generate hardware parts orders when required and ensure correctly configured requests are forwarded to the appropriate team.
• Provide seamless remote technical assistance to US-based customers following product training.
• Meet or exceed established individual and team performance goals.
• Support the team's 24/7 operations by working assigned rotational shifts.

Basic Qualifications

• 2–4 years of experience in a PC helpdesk, technical support, service desk, or technician role.
• Understanding of fast-food and/or restaurant POS operations and systems.
• Strong technical aptitude with advanced troubleshooting, analytical, and problem‑solving skills.
• Excellent verbal and written English communication skills, including the ability to explain technical concepts clearly to customers.
• Willingness to work rotational shifts, including India night/overnight shifts and weekends, based on business requirements.
• Proficiency in Microsoft Word, PowerPoint, and Excel.
• Ability to independently research problems and solutions using available documentation and resources.
• Strong interpersonal and customer‑service skills.
• Ability to multitask, prioritize effectively, and work in a fast‑paced environment.
• Working knowledge of Windows and Linux operating systems, associated tools, and file structures.
• Knowledge of peripheral devices, including printers, barcode scanners, and credit card PIN pads.
• Working knowledge of networking concepts including TCP/IP, DHCP, fixed IP addresses, subnet masks, and command‑line utilities.
• Working knowledge of SQL databases and query language.
• Knowledge of applications used for testing, troubleshooting, and call/case logging.
• Relevant IT certifications such as CompTIA A+, CompTIA Linux+, LPIC-1, Microsoft SQL Server, Windows Server, or Windows desktop certifications.

Preferred Qualifications

• Previous experience with Point of Sale (POS), restaurant, or fast‑food environments and terminology.
• Technology Help Desk or equivalent field‑service experience.
• Knowledge of Windows desktop and Windows Server operating systems.
• Knowledge of UNIX/Linux operating systems.
• Knowledge of network topology and troubleshooting.
• Experience using CRM or incident‑management systems such as Salesforce, Zendesk, or ServiceNow.
• Relevant technical certifications are preferred.

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 www.infor.com

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, 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.

Fraud Privacy Policy

We value your privacy at Infor. You may access your privacy policy here.

US Only

This employer uses E-Verify. Please visit this website for additional information.

E-Verify Illinois: Click here, aquí, or tu

Click The Links Below For Additional Information

• Right to Work
• Employee Polygraph Protection Act
• Family & Medical Leave Act
• Discrimination & Harassment Policy
• Equal Employment Opportunity