Customer Service Analyst F&B L2- Technical Support

F&B Global Technical Services - Customer Service Analyst 2.

 Duties & Responsibilities 

• Provide 2nd line support globally for F&B Hospitality applications (Simphony and Reporting & Analytics)   
• Responsible for the entry, tracking and management of all incoming support calls in Oracle Support portals. 
• Ensure familiarity with new releases as they become available. 
• Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures. 
• Assist in training and supporting the MICROS product suites and associated interfaces. 
• Liaise with subject matter experts in Sustained Engineering, R&D and Cloud Operations.
• Work with the customers to ensure that contractual service expectations are exceeded.
• Perform other duties as requested or as deemed appropriate by the management.

Other Requirements 

• Willing to work overtime and holidays as requested. 
• Willing to work with a wide variety of cultures. 
• Willing to be contactable on an on-call basis after-hours by mobile phone. 
• Adhere to company standards, policy and procedure.

Knowledge, Skills & Abilities 

Essential 

• Minimum 2-3 yrs experience installing/configuring/supporting/administering Micros F&B management software products (RES 3700, 9700, Simphony, Ebusiness products etc..)
• Minimum two years’ hospitality experience. 

OR 

• Degree in a technical, hospitality or business field. 
• Knowledge of food and beverage management procedures.
• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint.
• Previous experience in supporting alternative hospitality software products. 

Required:

• Previous technical support or help desk experience. 
• Strong communication skills.
• Customer focussed attitude.
• Knowledge of common help desk and ticketing solutions.
• Experience working with cross-functional teams.
• Great troubleshooting skills.
• Familiarity with Operating Systems (Windows,  Linux), Databases (Oracle DB, SQL. My SQL, SQL Express), Virtual Machines, VM SW, Integrations, 
• Working knowledge of Networks, PCs, and troubleshooting installation issues. 

Abilities 

• Ability and credibility to work effectively with both our internal and external customers at all levels of the organization.
• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.
• Creative thinking abilities, user experiences and knowledge to create new ideas and think 'outside the square'. 
• A self-starter with initiative, drive and a strong desire to succeed. 
• Ability to work in a logical methodical manner. 
• Ability to work under stress and meet deadlines. 
• Flexibility with people and time. 
• High level of competency with the English language, demonstrate strong written and verbal communication skills.
• Strong customer service skills. 

Career Level - IC2

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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