Product Support Analyst

Infor•Alpharetta, GA

30d•Onsite

About The Position

Infor is seeking a Product Support Analyst 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. The ideal candidate combines strong problem-solving skills, technical proficiency, and a customer-first mindset to deliver reliable, high-quality remote support that upholds Infor's commitment to service excellence.

Requirements

Experience working in customer service or support.
Experience using a CRM such as ServiceNow to log work cases.
Experience using SQL.
Experience identifying and evaluating possible solutions for product related questions.
Experience with operating environments.
Experience with remote desktop viewing through tools such as Webex or SecureLink.
Ability to work all shifts as required, including weekends and holidays.
US Citizenship is required due to US Government contract requirements.

Nice To Haves

Hospitality industry experience with check in/out, accounting, and/or reporting.
Experience with technical support of cloud applications.
Technology Help Desk experience a plus.
Knowledge of various software applications used for testing, troubleshooting, call logging, etc.

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 courteous customer service in an accurate and timely manner in accordance with existing procedures.
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.

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