Product Support Analyst

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.

Responsibilities:

• This is a hybrid position normally defined by 3 days in office, 2 days WFH. Candidates should be prepared to work holidays, all shifts including India overnight hours.
• Provide product support by responding to incidents in a timely manner, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
• Work collaboratively within a team and mentor new hires to resolve customer issues in a timely manner.
• Develop and maintain effective customer communications by managing the customers’ expectations through use of negotiation, persuasion, diplomacy, and clear communication in the English language, ensuring customer satisfaction and customer retention.
• Generate hardware parts orders, when needed, 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:

• Strong command of the English language to effectively articulate complex ideas in simple terms to customers.
• Exceptional interpersonal and customer service/orientation skills.
• Experience range: 2-4 years’ work experience and knowledge of PC’s, networks and hardware troubleshooting.
• Exceptional interpersonal and customer service/orientation skills.
• Working knowledge of current Windows and Linux operating systems and their associated tools and file structures.
• Proficiency in basic Microsoft applications (Word, PowerPoint, Excel)
• Industry knowledge: Understanding of fast food and/or POS restaurant operations and systems.
• Advanced problem solving and analytic skills
• Able to both multi-task and manage priorities effectively.
• Working knowledge of computer system networking topologies, troubleshooting and tools, including TCP/IP, O/S command line utilities, DHCP vs fixed IP addresses, and subnet masks.
• Working knowledge of the SQL databases and query language.
• One or more IT certifications, including but not limited to CompTIA A+, CompTIA Linux+, LPIC-1, and/or certification/training certificate in current versions of Microsoft SQL server, Windows Server, or Windows desktop operating systems.

Preferred Qualifications:

• Familiarity with Point of Sale, restaurant, or fast-food work environments and terminology.
• Working knowledge of computer system networking topologies, troubleshooting and tools, including TCP/IP, O/S command line utilities, DHCP vs fixed IP addresses, and subnet masks.