Product Support Analyst, Associate

Provides functional and technical support for the Infor Sales & Event Management (SCS) application for a globally distributed customer base within the Hospitality industry. Responsibilities include responding to customer inquiries via phone, chat, and case management systems, delivering guidance on product functionality, and performing analysis, testing, and troubleshooting to resolve reported issues. Serves as the primary liaison between customers and internal teams in a collaborative, team‑oriented environment.

This role requires strong English communication skills, a customer‑focused mindset, and the ability to manage multiple priorities in a fast‑paced setting. Candidates must be willing to work flexible schedules, including India overnight shifts and weekends. Operates under general supervision and typically reports to a Team Lead or Manager. Familiarity with hospitality operations, particularly event management or guest room workflows, is advantageous.

Resolves clients' problems and/or answers questions on use of the application over the telephone, chat, or case tracking system, focusing on product functionality, operating environments, and system configuration/setup. The SCS support team operates 24x7 and support analysts should be flexible to work any shift and day per business needs.
* Serves as primary support liaison between company and customer, documenting cases in required tracking systems.
* Proactively keeps customers informed of how and when problems are resolved with a focus on retention and maintaining referenceable customers.
* Involved in any additional follow up, testing and troubleshooting, including remote desktop viewing through tools such as Zoom or MS Teams.
* Responsible for appropriate referral/escalation to other support, consulting services, Sales, subscription services, and quality assurance/development teams as necessary.
* Will liaise with senior team members and other departments when needed, to insure proper handling of customer issues.
* Promotes and maintains a high quality, professional, service-oriented company image among users and team.
* Contributes information to the Support knowledge base as needed.
* Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.
* Provides accurate accounting of work and time allocation.
* Establish good working relationships with team members and others outside the team.
* Takes initiative to increase product knowledge and operating environments.

* 0-2 years’ work experience in a software support/helpdesk role.
* Ability to work as a self-starter researching both problems and solutions from available documentation and resources using problem solving and analytical skills.
* Possesses full understanding of industry practices as well as Global Support Procedures.
* Proficient writing, editing, and communications skills.
* Moderate interpersonal and customer service/orientation skills.
* Basic PC skills with knowledge of various software applications used for troubleshooting, call resolution, and logging.
* Consistent case completion with thoroughness and accuracy, ensuring high customer satisfaction.
* Command of the English language preferred to provide oral and written communication that effectively articulates complex ideas to customers and peers in ways that are easy to understand.

* Bachelor’s degree in business or hospitality or has solid experience in the Hospitality industry and/or Customer Service experience with a focus on event management.
* Foundational technical skills, including familiarity with cloud-based software such as hotel property or event management systems, as well as basic Internet and networking concepts.
* Excellent time management, decision making, and organizational skills required to ensure most effective and timely delivery of service to clients.
* Experience in escalation management and negotiating/setting expectations for customers.
* Previous experience using a CRM to log and work cases such as: Salesforce, Zendesk or ServiceNow would be considered an asset.