Our Product Support Analyst, Hospitality are at the front line providing excellent technical support for the various Infor Hospitality products. When our customers contact us for support, either by Live Chat, telephone or when they log an incident, we listen to the customer, understand what the issue is and prioritize it according to the severity and impact. As our Hospitality customers operate around the clock, we run an 24x7 hotline for the Mandarin speaking customers in the China region, and once trained, the candidate is expected to carry and respond to After Hours calls on a rostered basis.

One of Infor’s important objectives is the retention of customers through superior service, and the realization of Customer Lifetime Value. Thus, being the first point of contact with the customer means taking stock of situations that are not always within our technical scope and liaising effectively with other teams, both within the company and sometimes with vendors, so that the customer concerns can be actioned on. An example is by working with the Development team to identify defects or improvements to the software, or with the SaaS team on various specific needs for our SaaS customers.

As a team member, you are expected to work effectively with other teams, and with team members within the worldwide Support team, locally, regionally and worldwide to ensure that the customers issues are addressed and that the Support Operation targets are met and exceeded.

• Monitors and connects to the customer via Incidents in the Live Chat software and Support queues
• Provides initial direct telephone and remote support to customers for troubleshooting and resolution
• Resolves most frequently asked questions via chat, phone or email with the help of the on-line Knowledge Center.
• Assigns priorities on customer issues and routes the incidents to the appropriate resource area of Support Services when unable to resolve the incident assigned to oneself.
• Follow-up on incidents and issues are resolved with their approval and understanding
• Work and liaise with various team members and teams (SaaS, Sales, Services, Development) on customer issues or requests
• Documents customer contact activity and maintain accurate data on Infor Support Portal.
• Educate /demo to customers through the use of the Web site online Knowledge Center.
• Keep yourself up to date with training webinars and Infor courses and requirements

Basic Qualifications:

• Graduates in Bachelor of Hospitality Management or Science/Engineering (or reasonably related)
• The candidate should be from Software or Hospitality (*domain) background.
• Candidates with domain experience over two years
• Exposure to the Front office or Property Management Software is preferred.
• Excellent English Communication skills to interact with Infor’s global customers and analysts.
• Excellent Mandarin Communication skills to interact with Infor’s China/Asian customers and direct team.
• Confident Cantonese Communication skills to interact with Infor’s China Hongkong / China Macau customers.

What Will Put You Ahead?

• Longer periods of Front Office experience
• General product knowledge across Hospitality product suite.
• Applies the product/technical/functional knowledge to arrive at effective and quick solutions.
• Customer oriented with attention to detail.
• Ability to work with different working styles in a team environment.
• Passionate about individual, team, and organization’s success.
• Develops and maintains smooth working relationships with coworkers in one’s own and other departments.
• Ability to adapt to new technology
• Demonstrates self-learning ability to develop technical knowledge, skills and self-improvement.
• Stays informed about industry practices
• Good data entry skills. (type 30-40 words per minute)
• General Computer Skills, Microsoft Office and operating systems a plus
• Have experience deploying or using application software in an AWS environment and understand basic cloud environment concepts such as AWS EC2, S3 and other basic services.