Position: Product Support Analyst, Associate
Location: Bangalore
Job Summary
Candidate should be qualified to provide dispatch services to Infor customers located in the United States who are using the Infor Restaurants POS products. Candidate should be willing to work in all shifts, which includes India overnight hours. Impeccable command of the English language (verbal and written), good customer service skills, ability to work in a team environment and handle multiple tasks at the same time in a fast-paced environment, along with some knowledge of POS systems are key. Typically reports to a manager or team lead.
Essential Duties
An Infor Restaurants Dispatch Analyst should have the ability to quickly learn our ticketing and phone systems to smoothly transition into taking live customer calls following product training. The analyst should offer courteous and polite assistance to customers, creating tickets for their issues in a professional manner as described in internal department policies and procedures. The Infor Restaurants team operates 24/7 and dispatch analysts should be flexible to work all shift hours per business needs.
* Answer customer calls and create tickets describing their issue.
* Provide professional, courteous, and polite customer service in accordance with existing procedures.
* Route tickets to the appropriate team.
* Set proper ticket priority based on nature of the issue.
* Provide accurate descriptions of the customer issue in created tickets.
* Assist with administrative tasks such as reporting, document distribution and other projects as needed.
* Monitor and manage email, voicemail, and other channels for new support requests, creating tickets as needed.
Basic Qualifications
1. 0-2 years’ work experience as a dispatch operator.
2. Impeccable English language proficiency to speak with US based customers, understand their issue, and translate that into accurate tickets for support analysts.
3. Understanding of fast food and/or POS restaurant operations and systems.
4. Proficiency in basic Microsoft applications (Word, Excel).
5. Willing to work during India overnight hours and flexibility to work all shifts per business needs.
6. Interpersonal and customer service/orientation skills.
Preferred Qualifications
1. Previous experience with Point of Sale, restaurant, or fast-food work environments and terminology.
2. Basic technical knowledge of PC systems.
3. Previous experience using a CRM to log tickets such as: Salesforce, Zendesk or ServiceNow.
4. Previous experience using cloud-based PBX phone systems such as AWS Connect, Mitel, RingCentral.
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 [1] www.infor.com
References
Visible links
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called [1] 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 [2] FAQ section.
Fraud Awareness
We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our [3] guidelines and protect yourself from recruitment scams.
Fraud Privacy Policy
We value your privacy at Infor. You may access our privacy policy [4] here.
References
Visible links
1. http://https//www.kochind.com/about/business\-philosophy
2. https://www.infor.com/about/careers/faq
3. https://dam.infor.com/api/public/content/b45f298e1ab44b84ac898d759b2c21f7?v\=3994f5e9
ATS Match is available
1) Upload your resume. 2) Open any job and click Check ATS Match to see your fit score.
Sign in to check your resume match