Product Support Analyst

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. The 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. The position is based in the Bangalore office and requires flexibility to work in shifts, including India night hours, depending on business requirements.

A Typical Day in the Life Includes:

- Provide technical support to customers using the Infor POS product through available support channels, including customer cases and live support interactions.
- Pick up and manage customer cases from the Product Support queue based on priority and Service Level Agreement (SLA) timelines.
- Take ownership of cases from initial response through resolution, following established support processes and procedures.
- Troubleshoot POS-related software, hardware, operating system, and networking issues and escalate cases internally when additional technical expertise is required.
- Maintain clear and timely communication with customers throughout the case lifecycle, including regular case updates and resolution information.
- Deliver a positive customer experience through effective written and verbal communication.
- Attend daily team huddles and other required meetings.
- Continuously develop knowledge of the Infor POS product by participating in product releases, webinars, internal training, and knowledge-sharing sessions.
- Work toward meeting or exceeding defined individual and team KPI goals.
- Collaborate with team members and technical support resources to resolve complex customer issues efficiently.

Basic Qualifications:

- Experience: 2–4 years of relevant work experience within the IT and/or hotel/hospitality industry.
- Candidates from an IT background should preferably have experience in PC helpdesk, technical support, desktop support, or similar roles.
- Candidates 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.
- Education: Bachelor’s degree in Computer Science or equivalent, and/or a degree in Hotel/Hospitality Management or equivalent.
- Experience or good working knowledge of hotel software systems, including Property Management Systems (PMS) and/or Point of Sale (POS) systems.
- Proficiency in basic Microsoft applications, including Word, Excel, and PowerPoint.
- Good knowledge of Windows desktop operating systems, including Windows 7, Windows 10, and Windows 11.
- Strong PC troubleshooting and technical problem-solving abilities.
- Knowledge of TCP/IP networking, including command-line troubleshooting utilities, DHCP versus fixed IP addresses, IP networks, and subnet masks.
- Understanding of POS-related peripheral devices such as receipt printers, barcode scanners, and credit card terminals.
- Ability to understand and work with SQL databases and queries.
- Excellent verbal and written English communication skills.
- Strong customer-service skills and the ability to communicate effectively with international customers.
- Willingness to work India night and/or day shifts from the Bangalore office, with fixed or rotational schedules based on business requirements.
- Previous experience working in Point of Sale, restaurant, or hospitality environments.
- Relevant technical certifications in areas such as networking, SQL, operating systems, or CompTIA A+.
- Previous experience using CRM or incident-management platforms such as Salesforce, Zendesk, or ServiceNow.
- Understanding of cloud-based systems and infrastructure.

Preferred Qualifications:

- This 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.
- The 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.