Product Support Analyst

Product Support Analysts provide responsive, quality support to Infor customer via phone and remote system access. They are also responsible for documenting this support in the department's Service Now call tracking system. Use and creation of knowledge-based tools and documentation to diagnose, research and resolve technical issues.

· This is a hybrid position normally defined by 3 days in office, 2 days WFH.
* Provide courteous and professional customer service in an accurate and timely manner per existing procedures and publish KPI benchmarks.
* Provide product support by responding to incidents, interpreting queries and problems, examining data and error logs, and utilizing all available support material and tools to resolve the problem successfully.
* Develop and maintain effective customer communications by managing the customers’ expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.

JOB RESPONSIBILITIES:

* Provide courteous customer service in an accurate and timely manner per existing procedures and publish KPI benchmarks.
* Provide product support by responding to incidents, interpreting queries and problems, examining data and error logs, and utilizing all available support material and tools to resolve the problem successfully.
* Develop and maintain effective customer communications by managing the customers’ expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
* Generate hardware parts orders 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.

* 3+ Years Exp
* Advanced problem solving and analytic skills.
* Ability to work as a self-starter researching both problem and solutions from available documentation and resources.
* Good writing and editing skills; excellent communication skills.
* Interpersonal and customer service/orientation skills.
* Organizational skills required to ensure the most effective and timely delivery of service to clients.Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
* Working knowledge of the Windows and Linux operating systems and their associated tools and file structure.
* Working knowledge of the SQL query language.
* Working knowledge of computer system networking topologies, troubleshooting and tools.
* Strong command of the English language to effectively articulate complex ideas.

* Technology Help Desk experience or field service equivalent
* Knowledge of Windows operating system and file system (certification preferred)
* Knowledge of UNIX or Linux operating system (certification preferred)
* Base knowledge of industry standard network topology, terms and troubleshooting
* Familiarity with computer POS technology