Infor is seeking Associate Product Support Analysts to provide dedicated technical and operational support for Department of Defense (DoD) customers utilizing Infor’s Hospitality Management Solution (HMS). This role serves as a key liaison between Infor Support and DoD partners, ensuring seamless communication, timely issue resolution, and exceptional customer experience across military base implementations.
Requirements
- Experience identifying and evaluating possible solutions for product related questions.
- Experience with operating environments.
- Experience using SQL.
- Experience with technical support of cloud applications.
- Knowledge of various software applications used for testing, troubleshooting, call logging, etc.
- Experience with remote desktop viewing through tools such as Webex or SecureLink.
- Experience using a CRM such as ServiceNow to log work cases.
Responsibilities
- Serve as a support liaison between the Infor Support business unit and the customers for both functional and technical support for the Hospitality product lines.
- Provide application 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.
- Resolve customer questions or problems over the telephone or via the chat tool focusing on product functionality, operating environments and system configuration/setup.
- Proactively keep customers informed of how and when problems are resolved with a focus on retention and reference ability.
- 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.
Other
- Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
- Ability to work all shifts as required, including weekends and holidays.
- US Citizenship is required due to US Government contract requirements.
- Hospitality industry experience with check in/out, accounting, and/or reporting.
- Technology Help Desk experience a plus.
