Product Support Analyst

Provide technical hardware/software support for Infor Restaurants POS products. Willing to work all shifts in a 24x7 operation. Good technical aptitude and excellent command over the English language, both written and verbal, to provide remote support to a USA customer base are essential.

Full Overview

Candidate should be qualified to offer technical support to Infor customers who are using the Infor Restaurants POS products. Candidate should be willing to work in all shifts, which includes India overnight hours. Good technical aptitude, excellent command over the English language, both written and verbal, ability to work in a team environment and good customer service skills are key. An Infor Restaurants support analyst should have the technical aptitude to learn our Restaurants software/hardware systems and processes. He/she should provide excellent remote customer service to our customers in the United States. Typically reports to a manager or team lead.

Essential Duties

An Infor Restaurants support analyst should have the ability to smoothly transition to live support following product training. The analyst should offer seamless remote assistance to customers, as prescribed in internal department policies and procedures. The Infor Restaurants team operates 24/7 and analysts should be flexible to work all shift hours per business needs. Monthly team and individual goals are set for all team members, and everyone is expected to meet or exceed them.

• 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.

Basic Qualifications

1. Experience range: 2-4 years work experience in a PC helpdesk or technician role.
2. Proficiency in basic Microsoft applications (Word, PowerPoint, Excel).
3. Ability to work as a self-starter researching both problem and solutions from available documentation and resources.
4. Strong command of the English language to effectively articulate complex ideas in simple terms to customers.
5. Work hours & shifts: willing to work during India overnight hours.
6. Good writing and editing skills; excellent communication skills.
7. Interpersonal and customer service/orientation skills.
8. Organizational skills required to insure most effective and timely delivery of service to clients.
9. Able to both multi-task and manage priorities effectively.
10. Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
11. Working knowledge of current Windows and Linux operating systems and their associated tools and file structures.
12. Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
13. Knowledge of peripheral devices including report and receipt printers, barcode scanners, credit card PIN pads, etc.
14. 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

1. Previous experience with Point of Sale (POS), restaurant, or fast-food work environments, terminology, operations, and systems.
2. Advanced problem solving and analytic skills.
3. Technology Help Desk experience or field service equivalent.

1. Knowledge of Windows desktop (7/10/11) and server (2012/16/19/22) operating and file systems (certifications preferred).
2. Knowledge of UNIX or Linux operating systems (certification preferred).
3. Base knowledge of industry standard network topology, terms, and troubleshooting. (certification preferred).
4. Previous experience using a CRM to log and work incidents such as: Salesforce, Zendesk or ServiceNow would be considered an asset.