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Infor · 16 hours ago

Product Support Analyst, Associate

United States

Full-time

Remote

New Grad, Entry Level

Infor is a global leader in business cloud software products and is seeking Associate Product Support Analysts to provide dedicated technical and operational support for Department of Defense customers utilizing their Hospitality Management Solution. The role involves serving as a liaison between Infor Support and DoD partners, ensuring effective communication and timely issue resolution to maintain exceptional customer experience.

Information and Communications Technology (ICT)Information ServicesManufacturingSoftware

Work & Life Balance

No H1B

U.S. Citizen Only

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

Qualification

Technical supportCustomer serviceSQLHospitality experienceRemote desktop toolsCRM experienceDiplomacyProblem-solving skillsCommunication skillsNegotiation skillsPersuasion skills