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Infor
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Product Support Analyst, Associate

Product Support Analyst, Associate

Infor

1 - 6 years

3 - 8 Lacs

Bengaluru

Posted:6 hours ago| Platform:

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Skills Required

Administration Associate Analyst data science Associate Product Support Product Support Analyst Customer service MS Office digital transformation Monitoring Data entry

Work Mode

Work from Office

Job Type

Full Time

Job Description

Description & Requirements

Associate Product Support Analyst is a hybrid (office/home) position that mainly handles incoming phone calls as well as monitoring email requests to our support desk. This position will triage problem issues, determine severity and record pertinent details into the Service Now application.

Responsibilities:

This is a hybrid position normally defined by 3 days in office, 2 days WFH.
Answer incoming phone calls for support. During this interaction, the Associate Analyst needs to decipher and transcribe details of the problem and assign a priority (1 through 4) which reflects the impact on the customers system as well as determines the department s response time to that call.
Monitors email mailboxes and auto-generated calls in Service Now to assign the proper account and priority to these instances.
Continually interact with the support team, keeping them aware of new, critical cases and updates to existing ones.
Performs data entry work in Service Now and other databases to keep customer account information up to date.
Initiates reports and other light administrative tasks.

Basic Qualifications:

Exceptional command of the English language
Excellent customer service skills with 1 year of experience.
Excellent PC skills, working knowledge of Microsoft Office (Outlook, Word, Excel)
Solid administrative experience with excellent attention to detail
Ability to work in a demanding environment.
Effective oral and written communication

Preferred Qualifications:

Familiarity with the software industry, specifically support environment.
Exposure to the Foodservice industry
Bonus if previous experience with the Service Now application

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