Product Support Analyst

Key Responsibilities

• Provide technical support to customers using the Infor POS product through available support channels, including customer cases and live support interactions.
• Pick up and manage customer cases from the Product Support queue based on priority and Service Level Agreement (SLA) timelines.
• Take ownership of cases from initial response through resolution, following established support processes and procedures.
• Troubleshoot POS-related software, hardware, operating system, and networking issues and escalate cases internally when additional technical expertise is required.
• Maintain clear and timely communication with customers throughout the case lifecycle, including regular case updates and resolution information.
• Deliver a positive customer experience through effective written and verbal communication.
• Attend daily team huddles and other required meetings.
• Continuously develop knowledge of the Infor POS product by participating in product releases, webinars, internal training, and knowledge-sharing sessions.
• Work toward meeting or exceeding defined individual and team KPI goals.
• Collaborate with team members and technical support resources to resolve complex customer issues efficiently.

Skills, Knowledge & Expertise

• Experience: 2–4 years of relevant work experience within the IT and/or hotel/hospitality industry.
• Candidates from an IT background should preferably have experience in PC helpdesk, technical support, desktop support, or similar roles.
• Candidates from the hotel industry should have experience in Front Desk or Food & Beverage service, preferably F&B, with a reputable hotel group such as Taj, Oberoi, Sheraton, ITC, Ramada, Accor, Marriott, Hyatt, The Leela, or a similar organization.
• Education: Bachelor’s degree in Computer Science or equivalent, and/or a degree in Hotel/Hospitality Management or equivalent.
• Experience or good working knowledge of hotel software systems, including Property Management Systems (PMS) and/or Point of Sale (POS) systems.
• Proficiency in basic Microsoft applications, including Word, Excel, and PowerPoint.
• Good knowledge of Windows desktop operating systems, including Windows 7, Windows 10, and Windows 11.
• Strong PC troubleshooting and technical problem-solving abilities.
• Knowledge of TCP/IP networking, including command-line troubleshooting utilities, DHCP versus fixed IP addresses, IP networks, and subnet masks.
• Understanding of POS-related peripheral devices such as receipt printers, barcode scanners, and credit card terminals.
• Ability to understand and work with SQL databases and queries.
• Excellent verbal and written English communication skills.
• Strong customer-service skills and the ability to communicate effectively with international customers.
• Willingness to work India night and/or day shifts from the Bangalore office, with fixed or rotational schedules based on business requirements.
• Previous experience working in Point of Sale, restaurant, or hospitality environments.
• Relevant technical certifications in areas such as networking, SQL, operating systems, or CompTIA A+.
• Previous experience using CRM or incident-management platforms such as Salesforce, Zendesk, or ServiceNow.
• Understanding of cloud-based systems and infrastructure.

Benefits

• This role provides an opportunity to build expertise in Infor POS products while working in an international customer-support environment. You will gain hands-on exposure to POS software and hardware, networking, troubleshooting, customer case management, and technical problem-solving.
• The position also offers opportunities to continuously strengthen your product knowledge through internal training, product-release sessions, webinars, and collaboration with technical support teams, while supporting customers across multiple global regions.