Product Support Analyst, Associate

Bangalore, Karnataka
Permanent
Full-time

1 month ago

Description & RequirementsAssociate Product Support Analyst is a hybrid (office/home) position that mainly handles incoming phone calls as well as monitoring email requests to our support desk. This position will triage problem issues, determine severity and record pertinent details into the Service Now application.Responsibilities:

This is a hybrid position normally defined by 3 days in office, 2 days WFH.
Answer incoming phone calls for support. During this interaction, the Associate Analyst needs to decipher and transcribe details of the problem and assign a priority (1 through 4) which reflects the impact on the customers system as well as determines the department's response time to that call.
Monitors email mailboxes and auto-generated calls in Service Now to assign the proper account and priority to these instances.
Continually interact with the support team, keeping them aware of new, critical cases and updates to existing ones.
Performs data entry work in Service Now and other databases to keep customer account information up to date.
Initiates reports and other light administrative tasks.

Basic Qualifications:

Exceptional command of the English language
Excellent customer service skills with 1 year of experience.
Excellent PC skills, working knowledge of Microsoft Office (Outlook, Word, Excel)
Solid administrative experience with excellent attention to detail
Ability to work in a demanding environment.
Effective oral and written communication

Preferred Qualifications:

Familiarity with the software industry, specifically support environment.
Exposure to the Foodservice industry
Bonus if previous experience with the Service Now application

About InforInfor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.For more information visitOur ValuesAt Infor, we strive for an environment that is founded on a business philosophy called ™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.At Infor we value your privacy that's why we created a policy that you can read .

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