Product Support Analyst, Associate

This position is to provide technical support to customers using Infor Hospitality products. This role involves troubleshooting and resolving product-related issues while ensuring accurate documentation of customer interactions in compliance with the SLAs and SOPs of the Infor Support team. Additionally, the analyst assists with general customer inquiries, guides users to self-help resources, and collaborates with internal teams to address specific requests. A strong customer-focused approach, problem-solving skills, and adaptability to new technologies are essential for success in this role.

Responsibilities :

65% Provides initial direct telephone and remote support to customers :

• Provides preliminary troubleshooting and rectifies issues.
• Assigns priorities on customer issues and routes the cases to the appropriate resource area of Support Services when unable to resolve the incident assigned to oneself.
• Documents customer contact activity and maintains accurate data on Infor s Support Portal.

30% Handles miscellaneous customer requests and performs support functions for Support Team as required :

Basic Qualifications :

Preferred Qualifications :

Skills & Competencies :

Role :   Product Manager - Other

Industry Type :   IT Services & Consulting

Department :   Product Management

Employment Type :   Full Time, Permanent

Role Category :   Product Management - Other

Education

UG :   Any Graduate, B.Tech / B.E. in Production / Industrial, BHM in Hotel Management, B.Sc in Chemistry

PG :   Any Postgraduate

Skills Required

Support Services, Front Office, Hospitality Management, Technical Support, Troubleshooting, Hospitality, Data Entry, Property Management, Sql