Product Support Analyst

This position is responsible for providing technical support to customers using Infor Hospitality products. As a Technical Support Analyst, you will troubleshoot and resolve product-related issues, ensuring accurate documentation of customer interactions in adherence to the SLAs and SOPs of the Infor Support team. Your role will involve handling general customer inquiries, directing users to self-help resources, and collaborating with internal teams to address specific requests. To excel in this position, you must possess a strong customer-focused approach, problem-solving skills, and the ability to adapt to new technologies. Your responsibilities include preliminary troubleshooting and issue resolution, prioritizing customer issues, documenting customer interactions on Infors Support Portal, and handling miscellaneous customer requests. You will also assist the Support Team by resolving common questions and guiding customers through the online Knowledge Center. Collaborating with allied departments such as Sales, Services, and Development to address related requests is an essential part of your role. Basic qualifications for this role include a bachelor's degree in hospitality management, postgraduate degree in Travel and Hospitality, engineering graduates in any stream, Bachelor of Science, or Computer Applications graduates. Fresh graduates or individuals with up to 5 years of experience are encouraged to apply. Proficiency in English, strong communication skills, critical thinking, and teamwork abilities are crucial for interacting with Infor's global customers and analysts. Preferred qualifications include BHM graduates with Front Office and Property Management Software experience, candidates with a background in Software/IT or Hospitality domains, and Engineering, Computer Science, or IT graduates with SQL and Databases proficiency. Key skills and competencies required for this role include applying product, technical, and functional knowledge to deliver effective solutions, customer-oriented mindset, adaptability in a team environment, passion for individual and organizational success, building smooth working relationships, adapting to new technology, and a learning mindset to enhance technical skills. Proficiency in data entry, general computer skills including Microsoft Office, and operating systems knowledge are essential. Infor is a global leader in business cloud software products, offering industry-specific solutions that prioritize user experience, leverage data science, and integrate seamlessly into existing systems. With a commitment to diversity and a culture built on Principle Based Management (PBM), Infor aims to foster innovation, transformation, and long-term value for clients, employees, and supporters. For more information about Infor, visit www.infor.com.,