Product Support Analyst (Smart Series)

The Support Analyst provides technical support to Infor customers in the United States using Infor Restaurants Point of Sale (POS) products. The role requires strong technical aptitude, excellent verbal and written English communication, strong customer service skills, and the ability to work effectively in a team environment.

The successful candidate should have the technical aptitude to learn Infor Restaurants software, hardware, systems, and support processes and provide excellent remote support to customers. This position typically reports to a Manager or Team Lead.

A Typical Day in the Life Includes:

• Provide courteous, accurate, and timely technical support to customers in accordance with established procedures.
• Respond to customer cases, interpret technical issues, analyze data and error logs, and use available support tools and documentation to resolve problems.
• Provide application support for Infor Restaurants POS products.
• Troubleshoot software, hardware, operating system, networking, and POS-related issues.
• Maintain effective customer communication, manage expectations, and ensure a positive customer experience.
• Generate hardware parts orders when required and ensure correctly configured requests are forwarded to the appropriate team.
• Provide seamless remote technical assistance to US-based customers following product training.
• Meet or exceed established individual and team performance goals.
• Support the team's 24/7 operations by working assigned rotational shifts.

Basic Qualifications:

• 2-4 years of experience in a PC helpdesk, technical support, service desk, or technician role.
• Understanding of fast-food and/or restaurant POS operations and systems.
• Strong technical aptitude with advanced troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written English communication skills, including the ability to explain technical concepts clearly to customers.
• Willingness to work rotational shifts, including India night/overnight shifts and weekends, based on business requirements.
• Proficiency in Microsoft Word, PowerPoint, and Excel.
• Ability to independently research problems and solutions using available documentation and resources.
• Strong interpersonal and customer-service skills.
• Ability to multitask, prioritize effectively, and work in a fast-paced environment.
• Working knowledge of Windows and Linux operating systems, associated tools, and file structures.
• Knowledge of peripheral devices, including printers, barcode scanners, and credit card PIN pads.
• Working knowledge of networking concepts including TCP/IP, DHCP, fixed IP addresses, subnet masks, and command-line utilities.
• Working knowledge of SQL databases and query language.
• Knowledge of applications used for testing, troubleshooting, and call/case logging.
• Relevant IT certifications such as CompTIA A+, CompTIA Linux+, LPIC-1, Microsoft SQL Server, Windows Server, or Windows desktop certifications.

Preferred Qualifications:

• Previous experience with Point of Sale (POS), restaurant, or fast-food environments and terminology.
• Technology Help Desk or equivalent field-service experience.
• Knowledge of Windows desktop and Windows Server operating systems.
• Knowledge of UNIX/Linux operating systems.
• Knowledge of network topology and troubleshooting.
• Experience using CRM or incident-management systems such as Salesforce, Zendesk, or ServiceNow.
• Relevant technical certifications are preferred.