Product Support Analyst

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Descripción

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. 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

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