Product Support Analyst

Title: Product Support Analyst

Location: Alpharetta United States

Job Description:

General information

Country

United States

State

Georgia

City

Alpharetta

Job ID

46262

Department

SaaS

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

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.

A Day in The Life Typically Includes:

• 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.

Basic Qualifications:

• Experience working in customer service or support.
• Experience using a CRM such as ServiceNow to log work cases.
• 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.

Preferred Qualifications:

• 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.

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor 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 visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

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.

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