Associate Product Support Analyst – 1st Shift

Description & Requirements

Infor is seeking Associate Product Support Analysts to provide dedicated technical and operational support for Department of Defense (DoD) customers utilizing Infor’s Hospitality Management Solution (HMS). This role serves as a key liaison between Infor Support and DoD partners, ensuring seamless communication, timely issue resolution, and exceptional customer experience across military base implementations. The ideal candidate combines strong problem‑solving skills, technical proficiency, and a customer‑first mindset to deliver reliable, high‑quality remote support that upholds Infor’s commitment to service excellence.

• Serve as a support liaison between the Infor Support business unit and the customers for both functional and technical support for the Hospitality product lines.
• Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
• Provide application support by responding to incidents, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
• Resolve customer questions or problems over the telephone or via the chat tool focusing on product functionality, operating environments and system configuration/setup.
• Proactively keep customers informed of how and when problems are resolved with a focus on retention and reference ability.
• Develop and maintain effective customer communications by managing the customers’ expectations through use of negotiation, persuasion, diplomacy, and clear communication in the English language, ensuring customer satisfaction and customer retention.

• Experience working in customer service or support.
• Experience identifying and evaluating possible solutions for product related questions.
• Experience with operating environments.
• Ability to work all shifts as required, including weekends and holidays.
• US Citizenship is required due to US Government contract requirements.

• Hospitality industry experience with check‑in/check‑out, accounting, and/or reporting.
• Experience using SQL.
• Experience with technical support of cloud applications.
• Technology Help Desk experience a plus.
• Knowledge of various software applications used for testing, troubleshooting, call logging, etc.
• Experience with remote desktop viewing through tools such as Webex or Secure Link.
• Experience using a CRM such as Service Now to log work cases.

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems—it shapes industries, unlocks opportunities, and creates real‑world impact for billions of people. At Infor, you’re not just building a career. You’re helping to build what’s next.

Infor is a global leader in business cloud software products for companies in industry‑specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business‑wide digital transformation.

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