Oracle

Customer Service Analyst 2-Support

Job Description

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 ICCP 
  • 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 sustaining 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, eSolutions 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 focused attitude
  • Knowledge of common help desk and ticketing solutions
  • Experience working with cross functional teams
  • Great troubleshooting skills
  • Familiarity with Operating Systems (Windows 2012, 2016, SQL, Oracle, and VMWare) 
  • 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, uses experiences and knowledge to create new ideas and think 'outside of the box' 
  • 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 
  • High level of competency with English language, demonstrate strong written and verbal communication skills
  • Strong customer service skills 

 

Career Level - IC2


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