Product Support Analyst, Associate
Posted
The Product Support Analyst Associate will provide dispatch and customer support services to Infor customers in the United States who use Infor Restaurants POS products.
The role involves receiving customer support requests, understanding and documenting customer issues accurately, creating support tickets, assigning the appropriate priority, and routing cases to the correct support team.
The ideal candidate should have excellent written and verbal English communication skills, strong customer-service skills, good organization, and the ability to handle multiple tasks in a fast-paced environment. Basic knowledge of POS systems and PC technology will be beneficial.
The Infor Restaurants support team operates 24/7, so candidates must be flexible to work across shifts, including India overnight hours, based on business requirements.
- Answer customer support calls and understand the customer's issue clearly.
- Create support tickets with complete and accurate descriptions of customer issues.
- Provide professional, courteous, and polite customer service in accordance with established procedures.
- Assign the appropriate priority level to tickets based on the nature of the issue.
- Route support tickets to the appropriate team for further investigation and resolution.
- Monitor and manage email, voicemail, and other support channels for new customer requests and create tickets as required.
- Learn and effectively use the team's ticketing and phone systems.
- Handle multiple customer requests and tasks effectively in a fast-paced support environment.
- Support administrative activities such as reporting, document distribution, and other assigned projects.
- Work collaboratively with team members to provide a positive customer-support experience.
- Remain flexible to work different shifts based on the requirements of the 24/7 support operation.
- 0–2 years of experience in dispatch, customer support, technical support, or a similar environment.
- Excellent written and verbal English communication skills, with the ability to communicate effectively with US-based customers.
- Ability to understand a customer's issue and translate the information into a clear and accurate support ticket.
- Strong interpersonal, customer-service, and customer-handling skills.
- Good organizational skills and the ability to manage multiple tasks simultaneously.
- Basic understanding of fast-food and/or restaurant POS operations and systems.
- Proficiency in basic Microsoft applications, particularly Word and Excel.
- Willingness and flexibility to work across shifts, including India overnight hours, according to business requirements.
- Ability to work effectively as part of a team.
- Previous experience working with Point of Sale (POS), restaurant, or fast-food environments and terminology.
- Basic technical knowledge of PC systems.
- Previous experience using CRM or ticket-management systems such as Salesforce, Zendesk, or ServiceNow.
- Experience using cloud-based PBX/telephone systems such as AWS Connect, Mitel, or RingCentral.
- Shift allowance will be paid if employee works within required parameters based on business needs.
- Spot bonus awards are possible depending on individual performance and contributions. (Star Awards)