Product Support Analyst (Hospitality)

Infor Inc.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A global software company in Singapore is seeking a Product Support Analyst for its Hospitality products. The role involves providing excellent technical support, including troubleshooting customer issues via multiple channels. The ideal candidate will hold a degree in Hospitality Management and possess strong communication skills in English, Mandarin, and Cantonese. This is an opportunity to work in a dynamic team dedicated to improving customer experiences with industry-leading software.

Qualifications

• Graduate in Bachelor of Hospitality Management or related field.
• Domain experience over two years in Software or Hospitality.
• Exposure to Front office or Property Management Software preferred.

Responsibilities

• Provide initial direct support to customers via Live Chat and telephone.
• Resolve frequently asked questions with the help of the Knowledge Center.
• Document customer contact activity on Infor Support Portal.

Skills

Excellent English Communication skills

Excellent Mandarin Communication skills

Confident Cantonese Communication skills

Customer oriented with attention to detail

Good data entry skills

Education

Bachelor of Hospitality Management or Science/Engineering

Tools

Microsoft Office

AWS Environment basic concepts

Job description

Our Product Support Analyst, Hospitality are at the front line providing excellent technical support for the various Infor Hospitality products. When our customers contact us for support, either by Live Chat, telephone or when they log an incident, we listen to the customer, understand what the issue is and prioritize it according to the severity and impact. As our Hospitality customers operate around the clock, we run an 24x7 hotline for the Mandarin speaking customers in the China region, and once trained, the candidate is expected to carry and respond to After Hours calls on a rostered basis.

One of Infor’s important objectives is the retention of customers through superior service, and the realization of Customer Lifetime Value. Thus, being the first point of contact with the customer means taking stock of situations that are not always within our technical scope and liaising effectively with other teams, both within the company and sometimes with vendors, so that the customer concerns can be actioned on. An example is by working with the Development team to identify defects or improvements to the software, or with the SaaS team on various specific needs for our SaaS customers.

As a team member, you are expected to work effectively with other teams, and with team members within the worldwide Support team, locally, regionally and worldwide to ensure that the customers issues are addressed and that the Support Operation targets are met and exceeded.

The candidate will be based in Singapore office and will report to the China Support Manager for Hospitality, there is also frequent interactions with the Sr Manager for the APAC region. Infor constantly looks for better solutions, methodologies, and tools to improving our work process and ultimately improving the Customer Experience, there’s always something new to pick up and improve on!

A Day in The Life Typically Includes

• Monitors and connects to the customer via Incidents in the Live Chat software and Support queues
• Provides initial direct telephone and remote support to customers for troubleshooting and resolution
• Resolves most frequently asked questions via chat, phone or email with the help of the online Knowledge Center.
• Assigns priorities on customer issues and routes the incidents to the appropriate resource area of Support Services when unable to resolve the incident assigned to oneself.
• Follow-up on incidents and issues are resolved with their approval and understanding
• Work and liaise with various team members and teams (SaaS, Sales, Services, Development) on customer issues or requests
• Documents customer contact activity and maintain accurate data on Infor Support Portal.
• Educate /demo to customers through the use of the Web site online Knowledge Center.
• Keep yourself up to date with training webinars and Infor courses and requirements

What You Will Need

Basic Qualifications:

• Graduates in Bachelor of Hospitality Management or Science/Engineering (or reasonably related)
• The candidate should be from Software or Hospitality (*domain) background.
• Candidates with domain experience over two years
• Exposure to the Front office or Property Management Software is preferred.
• Excellent English Communication skills to interact with Infor’s global customers and analysts.
• Excellent Mandarin Communication skills to interact with Infor’s China/Asian customers and direct team.
• Confident Cantonese Communication skills to interact with Infor’s China Hongkong / China Macau customers .

What Will Put You Ahead?

• Longer periods of Front Office experience
• General product knowledge across Hospitality product suite.
• 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
• Demonstrates self-learning ability to develop technical knowledge, skills and self-improvement.
• Stays informed about industry practices
• Good data entry skills. (type 30-40 words per minute)
• General Computer Skills, Microsoft Office and operating systems a plus
• Have experience deploying or using application software in an AWS environment and understand basic cloud environment concepts such as AWS EC2, S3 and other basic services.

Workplace Fairness and Non-Discrimination Commitment

Infor is committed to fostering a fair and inclusive workplace. We do not discriminate against any employee or job applicant on the basis of race, religion, nationality, gender, age, marital status, language, pregnancy status, caregiving responsibilities, disability, mental health condition, or any other characteristic protected under applicable laws, including the Workplace Fairness Legislation. All employment decisions are based on merit, qualifications, and business needs.

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.

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.

Equal Opportunity Employer

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.

We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams.

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