Product Support Analyst Job in Bengaluru at Infor

Infor is hiring for the role of Product Support Analyst!

Responsibilities of the Candidate:

• Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
• Provide product support by responding to incidents, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
• 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.

Requirements:

• Experience range: 2-4 years’ work experience in a PC helpdesk or technician role.
• Proficiency in basic Microsoft applications (Word, PowerPoint, Excel).
• Ability to work as a self-starter researching both problem and solutions from available documentation and resources.
• Strong command of the English language to effectively articulate complex ideas in simple terms to customers.
• Work hours & shifts: willing to work during India overnight hours.
• Good writing and editing skills; excellent communication skills.
• Interpersonal and customer service/orientation skills.
• Organizational skills required to insure most effective and timely delivery of service to clients.
• Able to both multi-task and manage priorities effectively.
• Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
• Working knowledge of current Windows and Linux operating systems and their associated tools and file structures.
• Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
• Knowledge of peripheral devices including report and receipt printers, barcode scanners, credit card PIN pads, etc.
• 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.
• Preferred Qualifications-Previous experience with Point of Sale (POS), restaurant, or fast-food work environments, terminology, operations, and systems.
  Advanced problem solving and analytic skills.
  Technology Help Desk experience or field service equivalent.
  Knowledge of Windows desktop (7/10/11) and server (2012/16/19/22) operating and file systems (certifications preferred).
  Knowledge of UNIX or Linux operating systems (certification preferred).
  Base knowledge of industry standard network topology, terms, and troubleshooting. (certification preferred).
  Previous experience using a CRM to log and work incidents such as: Salesforce, Zendesk or ServiceNow would be considered an asset.