1. Works in shifts, which includes India night hours. Analyst is flexible to work all shift hours per business needs.
2. Transitions smoothly to live support following product training.
3. Offers seamless remote technical support as prescribed in internal department procedures, to Infor customers who are using the Infor POS product.
4. Meets or exceeds monthly team and individual goals.
5. Possesses good technical aptitude to quickly learn Infor POS software and hardware systems.
6. Understands and follows department policies and procedures.
7. Communicates efficiently with global customers. Strong knowledge of the English language & communication skills, ability to work in a team and good customer service skills are key.
8. Reports to a manager or team lead.
Required skills:
Exp : 2+ Years
1. Linguistical abilities: Proficiency in the English language (written & verbal) & customer service skills.
2. . Previous experience with Point of Sale, restaurant , or hospitality work environments .
3. Technical skills : operational expertise on hotel operating software systems (Property Management Systems/PMS or Point Of Sale Systems/POS) and proficiency in basic Microsoft applications (word, ppt, excel) is a must.
4. Technical skills in PC troubleshooting to include Windows desktop operating systems ( Windows 7/ 10 /11), TCP/IP networking, including troubleshooting using O/S command line utilities, DHCP vs fixed IP addresses, and IP networks/subnet masks, knowledge of peripherals devices including receipt printers, barcode scanners, credit card terminals, and the ability to understand SQL databases and queries.
5. Prior experience working in a customer service centric environment.
Preferred Qualifications:
1. Technical certifications in networking, SQL, operating systems, or others.
2. Previous experience using a CRM to log and work incidents such as: Salesforce, Zendesk or ServiceNow would be considered an asset.
3. Additional knowledge of computer applications, SQL certification and such is a plus.
