Product Support Analyst, Associate

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Description

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

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