{"id":3447838,"url":"https://alion.io/job/infor-product-support-analyst-3","title":"Product Support Analyst","company":{"id":1808,"name":"Infor","domain":"infor.com","url":"https://alion.io/company/infor","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0.077,"time_to_fill_p50_days":10,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-28T09:19:13Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T05:38:40Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"As an Infor POS Product Support Analyst, you will provide technical support to customers using the Infor Point of Sale (POS) product. You will troubleshoot software, hardware, networking, and related technical issues while ensuring customers receive timely and high-quality support.\nThe role requires strong technical aptitude, excellent English communication skills, a customer-focused approach, and the ability to work effectively within a team. You will support customers across Canada, the Americas, and Europe through available support channels.\nThe position is based in the Bangalore office and requires flexibility to work in shifts, including India night hours, depending on business requirements.\n\nA Typical Day in the Life Includes:\nProvide technical support to customers using the Infor POS product through available support channels, including customer cases and live support interactions.\nPick up and manage customer cases from the Product Support queue based on priority and Service Level Agreement (SLA) timelines.\nTake ownership of cases from initial response through resolution, following established support processes and procedures.\nTroubleshoot POS-related software, hardware, operating system, and networking issues and escalate cases internally when additional technical expertise is required.\nMaintain clear and timely communication with customers throughout the case lifecycle, including regular case updates and resolution information.\nDeliver a positive customer experience through effective written and verbal communication.\nAttend daily team huddles and other required meetings.\nContinuously develop knowledge of the Infor POS product by participating in product releases, webinars, internal training, and knowledge-sharing sessions.\nWork toward meeting or exceeding defined individual and team KPI goals.\nCollaborate with team members and technical support resources to resolve complex customer issues efficiently.\nBasic Qualifications:\nExperience: 2-4 years of relevant work experience within the IT and/or hotel/hospitality industry.\nCandidates from an IT background should preferably have experience in PC helpdesk, technical support, desktop support, or similar roles.\nCandidates from the hotel industry should have experience in Front Desk or Food & Beverage service, preferably F&B, with a reputable hotel group such as Taj, Oberoi, Sheraton, ITC, Ramada, Accor, Marriott, Hyatt, The Leela, or a similar organization.\nEducation: Bachelor’s degree in Computer Science or equivalent, and/or a degree in Hotel/Hospitality Management or equivalent.\nExperience or good working knowledge of hotel software systems, including Property Management Systems (PMS) and/or Point of Sale (POS) systems.\nProficiency in basic Microsoft applications, including Word, Excel, and PowerPoint.\nGood knowledge of Windows desktop operating systems, including Windows 7, Windows 10, and Windows 11.\nStrong PC troubleshooting and technical problem-solving abilities.\nKnowledge of TCP/IP networking, including command-line troubleshooting utilities, DHCP versus fixed IP addresses, IP networks, and subnet masks.\nUnderstanding of POS-related peripheral devices such as receipt printers, barcode scanners, and credit card terminals.\nAbility to understand and work with SQL databases and queries.\nExcellent verbal and written English communication skills.\nStrong customer-service skills and the ability to communicate effectively with international customers.\nWillingness to work India night and/or day shifts from the Bangalore office, with fixed or rotational schedules based on business requirements.\nPrevious experience working in Point of Sale, restaurant, or hospitality environments.\nRelevant technical certifications in areas such as networking, SQL, operating systems, or CompTIA A+.\nPrevious experience using CRM or incident-management platforms such as Salesforce, Zendesk, or ServiceNow.\nUnderstanding of cloud-based systems and infrastructure.\nPreferred Qualifications:\nThis role provides an opportunity to build expertise in Infor POS products while working in an international customer-support environment. You will gain hands-on exposure to POS software and hardware, networking, troubleshooting, customer case management, and technical problem-solving.\nThe position also offers opportunities to continuously strengthen your product knowledge through internal training, product-release sessions, webinars, and collaboration with technical support teams, while supporting customers across multiple global regions.","description_format":"text","description_chars":4535,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-10-29T09:19:13Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.856,"p_room":0.9,"age_days":3,"expected_fill_days":10,"reasons":["conf:0","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/infor-product-support-analyst-3","json_url":"https://alion.io/job/infor-product-support-analyst-3.json","meta":{"generated_at":"2026-11-01T07:12:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11237,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1808},"rest":"https://alion.io/mcp/rest/get_company?id=1808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finfor-product-support-analyst-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finfor-product-support-analyst-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finfor-product-support-analyst-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/infor-product-support-analyst-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finfor-product-support-analyst-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3447838}},{"tool":"search_jobs","arguments":{"company":"infor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3447838},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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