Technical Support Analyst

The candidate will provide technical support for Infor customers using the Infor POS solution. This role requires flexibility to work in shifts, including India night hours, and weekends as needed. Strong technical aptitude, excellent English communication skills, effective teamwork, and a customer‑focused mindset are essential.

As an Infor POS Technical Support Analyst, the candidate will be expected to learn and support Infor’s POS software and hardware ecosystem. The role involves delivering high‑quality remote support to customers across Canada, the Americas, and Europe. Proficiency in both written and verbal English is required. The position typically reports to a manager or team lead.

A Typical Day in the Life Includes: An Infor POS Technical Analyst is expected to transition efficiently into live support for escalated technical issues upon completion of product training. The role requires delivering consistent, high‑quality remote assistance in accordance with established departmental procedures. Analysts are responsible for maintaining and expanding their technical product expertise and are expected to drive every customer case through to full resolution while adhering to all policies and workflows.

Our customer base is primarily located in Canada and the United States. Analysts must communicate confidently and clearly in English, translating complex technical concepts into language customers can easily understand. As the Infor POS team operates 24/7, analysts must be flexible and able to support all shift requirements, including weekends as business needs dictate.

The team operates within a goal‑driven environment. Monthly individual and team objectives are established, and all analysts are expected to consistently meet or exceed these performance targets.

Basic Qualifications

1. Experience range: 2-4 years’ work experience in hotel industry Front Desk or F & B Service departments, preferably F & B service.
2. Technical skills: operational expertise on hotel operating software systems (Property Management Systems/PMS or Point Of Sale Systems/POS) and proficiency in basic Microsoft applications (Word, PowerPoint, Excel) is a must. Additional knowledge of computer applications, SQL certification etc. is a plus.
3. Linguistical abilities: Proficiency in the English language & customer service skills.
4. Academic qualifications: IHM, IIHM, BHM or equivalent degrees.
5. Work hours & shifts: willing to work during India night hours, and weekends.
6. Technical skills in PC troubleshooting to include Windows desktop operating systems (Windows 7/10/11), TCP/IP networking, including troubleshooting using O/S command line utilities, DHCP vs fixed IP addresses, and IP networks/subnet masks, knowledge of peripherals devices including receipt printers, barcode scanners, credit card terminals, and the ability to understand SQL databases and queries.
7. Candidates’ work experience should be with a reputable hotel group (Taj, Oberoi, Sheraton, ITC, Ramada, Accor, Marriott, Hyatt, The Leela and similar).

Preferred Qualifications

1. Previous experience with Point of Sale, restaurant, or hospitality work environments.
2. Technical certifications in networking, SQL, operating systems, or others such as CompTIA A+.
3. Previous experience using a CRM to log and work incidents such as: Salesforce, Zendesk or ServiceNow would be considered an asset.