Product Support Analyst (Smart Series)

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Descripción

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. 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. 2–4 years of experience in a PC help

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