Product Support Analyst (Hospitality)

Position Summary
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,...