Oracle

Technical Support Analyst - L1 Support

Job Description

Technical Support Analyst – Oracle MICROS F&B Applications Support Analyst –is specifically responsible for the 1st level support for Oracle Hospitality Applications suite (including: Simphony, RES 3700, 9700, Materials Control, R&A) and associated interfaces, Oracle Payment Cloud Services.

Duties & Responsibilities 

  • Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Hospitality Suite across North America, EMEA and Asia-Pacific.
  • Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
  • Providing remote support delivery and performing problem cause analysis
  • Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
  • Responsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool.
  • Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Anticipating customer needs and effectively addressing concerns related to their issue or resolution
  • Providing direct technical assistance to customers via phone, email, and Remote tools
  • Assist in configuring, installing, training and supporting the MICROS Application suites (including:- Oracle Simphony, RES 3700, 9700) and associated interfaces for selected strategic projects when required
  • Ensure familiarity with new releases as they become available
  • Obtain and maintain current certification in: 

·         Major Account accreditation 

·         Current application version 

·         Necessary SQL and technical skills 

·         Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures 

  • Liaise with domain experts in the regional office on client requests for enhancements and development
  • Work with the customers to ensure that contractual service expectations are exceeded
  • Perform other duties as requested or as deemed appropriate

 

Knowledge, Skills & Abilities Essential 

  • Minimum 3 years’  IT Support experience preferably in installing/configuring/supporting/administering food and beverage management software products like Oracle Simphony, RES 3700, 9700 
  • Previous experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A)  - Desirable
  • Relevant work experience of at least 3 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience
  •  Working knowledge of Networks, PCs and fix installation issues
  • Knowledge of payment processing systems and technologies 
  • Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware)
  • SQL Experience (preferred)
  • Previous experience working with an automated support management and tracking tool in a support center environment

Other Requirements 

  • Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications
  • Strong desire to deliver high-quality customer service
  • Excellent written and verbal communication skills in English
  • Excellent problem solving skills
  • Ability to effectively manage multiple tasks
  • Strong organizational skills
  • teammate who demonstrates positive, constructive interpersonal skills
  • 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

Abilities 

·         Ability and credibility to work effectively with both our internal and external customers at all levels           of the organization 

·         Demonstrable ability to work unsupervised or as a team member of both the local office team and wider company           teams 

·         Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the           square' 

·         A self-starter with initiative, drive and 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

** Note: This job requires weekend support and shift work

We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change)

AMER hours (Eastern Standard Time - 5.30 PM/ 6.30 PM IST or Pacific Standard Time 9.30 PM/ 10.30 PM IST onwards depending on Day Light Savings Time)

EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Day Light Savings Time

APAC hours - 5.30 AM IST onwards

Work hours can change depending on Business requirements

Career Level - IC1


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