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Product Support Analyst

Product Support Analyst

Infor

0 - 5 years

0 Lacs

karnataka

Posted:1 day ago| Platform: Shine logo

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Skills Required

technical support troubleshooting documentation customer service adaptability verbal communication written communication critical thinking teamwork problemsolving

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: You will be responsible for providing technical support to customers using Infor Hospitality products. This will involve troubleshooting and resolving product-related issues, ensuring accurate documentation of customer interactions in compliance with SLAs and SOPs. Additionally, you will assist with general customer inquiries, guide users to self-help resources, and collaborate with internal teams to address specific requests. Your success in this role will depend on your strong customer-focused approach, problem-solving skills, and adaptability to new technologies. Key Responsibilities: - Provides initial direct telephone and remote support to customers: - Performs preliminary troubleshooting and rectifies issues. - Assigns priorities to customer issues and routes cases to the appropriate resource area of Support Services when unable to resolve incidents assigned. - Documents customer contact activity and maintains accurate data on Infors Support Portal. - Handles miscellaneous customer requests and performs support functions for Support Team as required: - Resolves most frequently asked questions via Infors Support Portal, phone, email, and chat with the help of the Knowledge Center. - Guides customers through the online Knowledge Center available on the support portal. - Collaborates with allied departments of Sales, Services, and Development to pass related requests. - Processes incoming cases/emails in the support system and takes incoming calls for other products as needed. Qualifications Required: - Graduates with a bachelor's degree in hospitality management or a postgraduate degree in Travel and Hospitality. - Engineering graduates (BTech/BE in any stream), Bachelor of Science, or Computer Applications graduates. - Fresh graduates or those with up to 5 years of experience may apply. - Excellent command of the English language with minimal influence from mother tongue or regional language nuances. - Strong verbal and written communication skills, essential for interacting with Infors global customers and analysts. - Demonstrated critical thinking and problem-solving abilities. - Proven teamwork skills and a collaborative attitude.,

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Software Development

New York NY

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Product Support Analyst