Product Support Analyst

Infor; Bengaluru; Hybrid; INR 450,000 - 750,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Infor Bengaluru is seeking Product Support Analysts to deliver responsive, quality support via phone and remote access. You will document in Service Now and use knowledge tools to diagnose and resolve issues.

This hybrid role requires 3 days in office and 2 days work-from-home, supporting Infor Restaurant POS products and related applications while ensuring customer satisfaction and retention.

Qualifications

• 3+ years of experience in product or technical support.
• Advanced problem solving and analytic skills.
• Ability to self-start and research solutions from documentation.
• Strong writing and editing; excellent communication ability.
• Interpersonal and customer service orientation; organizational skills.

Responsibilities

• Provide courteous, timely customer service per procedures and publish KPI benchmarks.
• Respond to incidents, interpret queries, examine data and logs to resolve issues.
• Manage customer communications to ensure satisfaction and retention.
• Generate hardware part orders and coordinate with Parts department for proper requests.
• Provide application support for Infor Restaurant Point of Sale products.

Skills

Problem solving

Communication

Self-starter

Analytical thinking

English proficiency

Tools

Windows OS

Linux

SQL

Networking basics

ServiceNow

Job description

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.

Department

Customer Support

Location

Bengaluru

A Typical Day In The Life Includes

• This is a hybrid position normally defined by 3 days in office, 2 days WFH.


• Provide courteous and professional 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.

Job Responsibilities

• 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

• 3+ Years Exp


• Advanced problem solving and analytic skills.


• 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

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, 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.