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INFOR IS HIRING : PRODUCT SUPPORT, ANALYST ROLE

INFOR are hiring Fresher candidates for PRODUCT SUPPORT, ANALYST.  The details of the job, requirements and other information given below:

INFOR IS HIRING : PRODUCT SUPPORT, ANALYST ROLE

Don’t miss out, CLICK HERE (to apply before the link expires)

Interview Questions & Answers for Technical Support Analyst Role in Infor Hospitality Products

1. Tell us about yourself and why you are interested in this role?

Sample Answer:
“I am a recent graduate with a Bachelor’s degree in Hospitality Management, and I have always been interested in technology, especially in how it can improve the customer experience. During my studies, I worked on various projects where we analyzed and implemented different software tools used in the hospitality industry. I am particularly excited about the opportunity to provide technical support to customers using Infor’s products because it allows me to combine my passion for technology with my understanding of the hospitality domain. I believe my problem-solving skills and customer-focused approach would be a great fit for this role.”

2. What do you understand by “technical support” in the context of this role?

Sample Answer:
“Technical support involves providing assistance to customers who are experiencing technical issues with products or services. In the context of this role, technical support means helping customers using Infor Hospitality products by troubleshooting product-related issues, offering solutions, and ensuring that all interactions are properly documented. This includes managing support cases, communicating with customers through different channels like phone, email, or chat, and ensuring that their issues are resolved in a timely manner according to SLAs (Service Level Agreements) and SOPs (Standard Operating Procedures).”

3. How do you handle a situation where a customer is frustrated or upset?

Sample Answer:
“When dealing with frustrated customers, I believe it is essential to remain calm and empathetic. I would first listen carefully to their concerns, acknowledge their frustration, and reassure them that I am here to help. I would then try to gather all the relevant information to understand the problem clearly before providing a solution. If the issue is something I can resolve immediately, I will do so; if not, I will ensure the customer knows the next steps and when they can expect a resolution. Throughout the interaction, I maintain a positive and helpful attitude, which helps to de-escalate tense situations.”

4. What troubleshooting steps would you take if a customer reports an issue with the software?

Sample Answer:
“My troubleshooting steps would be as follows:

  1. Understand the Issue: I would first listen carefully to the customer and ask clarifying questions to understand the exact nature of the problem.

  2. Gather Information: I would ask the customer for specific details, such as error messages, recent changes to the system, and the steps leading up to the issue.

  3. Check Documentation: I would consult the knowledge base and previous support cases to see if this issue has been reported before.

  4. Replicate the Issue: If possible, I would try to replicate the problem in a controlled environment to better understand its cause.

  5. Offer Solutions: Based on the findings, I would either offer a direct solution or escalate the issue to the appropriate team if it cannot be resolved at my level.

  6. Follow Up: After providing a solution, I would follow up with the customer to ensure they are satisfied and the issue is resolved completely.”

5. Why do you think you are a good fit for this role?

Sample Answer:
“I believe I am a good fit for this role because of my strong technical background in hospitality software and my customer service experience. During my studies, I worked with various property management systems and have a strong understanding of how they work in the hospitality industry. My communication skills are excellent, both written and verbal, which helps me explain complex technical issues in a simple way. I am also a quick learner and adapt well to new technologies, which will be essential when troubleshooting issues with Infor’s products. I am passionate about helping customers, and I enjoy problem-solving, which makes me excited to take on this role.”

6. How do you prioritize support requests when there are multiple cases to handle?

Sample Answer:
“When there are multiple support requests, I prioritize them based on the severity of the issue and the impact on the customer’s business. For example, if there is a system outage affecting many users, I would prioritize it over a minor issue that only affects one user. I also make sure to document each case properly and communicate clearly with the customer about the expected timeline for resolution. If I am unable to resolve an issue immediately, I ensure that I escalate it to the appropriate team and follow up with the customer regularly.”

7. How comfortable are you with using different support tools and systems?

Sample Answer:
“I am quite comfortable using different support tools and systems. During my previous academic projects, I used various software applications for data management, communication, and troubleshooting. I am quick to learn new systems and tools, and I understand that Infor provides a range of support resources that I would need to get familiar with. I’m confident that my technical skills and learning attitude would allow me to quickly adapt to Infor’s support platform and provide effective service to customers.”

8. Can you explain a time when you had to troubleshoot a difficult issue? How did you approach it?

Sample Answer:
“During an internship, I worked with a customer who was facing issues with their property management software, where certain features were not responding. I followed the troubleshooting process by first checking if there were any updates or changes made to the system recently. After some investigation, I realized that the issue was due to a mismatch between the system’s database and user permissions. I worked closely with the development team to resolve the problem by making necessary adjustments in the database. I communicated regularly with the customer, keeping them informed about the progress and ensuring that the issue was resolved to their satisfaction.”

9. What do you know about Infor and its products?

Sample Answer:
“Infor is a global leader in business cloud software, specializing in enterprise resource planning (ERP), customer relationship management (CRM), and other industry-specific solutions. They offer a range of products tailored to various industries, including hospitality. Infor’s Hospitality suite includes tools for property management, reservations, billing, and more. These products help hotels and resorts optimize operations and enhance the guest experience. I am particularly interested in this role because Infor’s products are widely used in the hospitality industry, and I am eager to contribute to supporting their customers.”

10. Where do you see yourself in 5 years?

Sample Answer:
“In five years, I see myself in a senior technical support or product specialist role, where I can contribute to improving customer support processes and have a deeper understanding of Infor’s products. I am keen to continue developing my technical skills and gaining experience in customer support. I also hope to take on additional responsibilities, such as training new team members or managing more complex support cases. I am passionate about this field, and I look forward to growing with Infor as the company continues to expand.”

Conclusion:

The key to succeeding in an interview for a Technical Support Analyst role is to demonstrate a strong customer service orientation, technical problem-solving skills, and adaptability. Prepare by reviewing common troubleshooting scenarios, brushing up on your knowledge of Infor’s products, and focusing on your communication and teamwork abilities. Good luck with your interview preparation!

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