Product Support Analyst - Infor Restaurant Systems (POS)
Location:
US-Nashua,NH - Ledge Street (USNA2
City:
Nashua
Metro Area:
Boston/Worcester/Lawrence
State:
NH
Postal Code:
03060
Functional Area:
Consulting and Implementation
Requisition Number:
554007
First Open Date:
02/27/2017
Description:
PRODUCT SUPPORT ANALYST
NASHUA, NH
This is a 24X7 operation with 3 shifts
Open Shift: 7am – 4pm
Open Shift: 10am-12pm start – 7pm-9pm end (flexibility required)
Infor® is fundamentally changing the way information is published and consumed in the enterprise, helping 73,000 customers in 194 countries and territories improve operations, drive growth, and quickly adapt to changes in business demands. Infor combines focused, hands-on industry experience with global breadth to help companies deal with today’s challenges and prepare for tomorrow’s opportunities. We offer deep industry-specific applications and suites that are engineered for speed and use groundbreaking technology to deliver a rich user experience. Our applications also feature flexible deployment options that allow customers to run their businesses in the cloud, on-premise, or both.
For additional information, visit www.infor.com.
JOB SUMMARY: This position will provide responsive, quality support to Infor customers and partners, documenting this support in department's call tracking system. Use knowledge based tools to diagnose, research and resolve technical issues.
JOB RESPONSIBILITIES:
• Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
• Provide product 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.
• 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.
• Provide application support to customer accounts for Infor products, specifically for the Infor Restaurant Point of Sale (POS) products.
REQUIRED SKILLS:
• Advanced problem solving and analytic skills.
• Good writing and editing skills; excellent communication skills.
• Strong interpersonal and customer service/orientation skills.
• Strong organizational skills required to insure most effective and timely delivery of service to clients.
• Able to both multi-task and manage priorities effectively.
• Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
• Strong command of the English language to effectively articulate complex ideas
PREFERRED SKILLS & KNOWLEDGE:
• Restaurant/Service Industry experience preferred
• Familiarity with computer POS technology
• Experience navigating Microsoft Windows applications and Web based Applications
Equal Opportunity Employer: The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.
In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000 or email us at ADAAA@infor.com.