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F&B Global Technical Services - Customer Service Analyst 2
Duties & Responsibilities
- Provide 2nd line support globally for F&B Hospitality applications (Simphony and eBusiness)
- Responsible for the entry, tracking and management of all incoming support calls in MOS and Clarify
- 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
Essential
Knowledge, Skills & Abilities
- 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 focused attitude
- Knowledge of common help desk and ticketing solutions
- Experience working with cross-functional teams
- Great troubleshooting skills
- Familiarity with Operating Systems (2019,2016, 2012, 2008, Windows 10, and VM Ware, Linux)
- 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
- Provide 2nd line support globally for F&B Hospitality applications (Simphony and eBusiness)
- Responsible for the entry, tracking and management of all incoming support calls in MOS and Clarify
- 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.
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
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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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