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Job Identification 271345Job Category SupportJob Type Regular EmployeeExperience Level ProfessionalDoes this position require a security clearance? NoYears 6 to 10+ yearsApplicants are required to read, write, and speak the following languages: EnglishAdditional Info: Visa / work permit sponsorship is not available for this positionJob DescriptionF&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 MOS and ClarifyEnsure familiarity with new releases as they become availableBe familiar with and adhere to the latest configuration, installation, training and support standards and proceduresAssist in training and supporting the MICROS product suites and associated interfacesLiaise with subject matter experts in Sustained Engineering, R&D and Cloud OperationsWork with the customers to ensure that contractual service expectations are exceededPerform other duties as requested or as deemed appropriate by the managementOther Requirements Willing to work overtime and holidays as requestedWilling to work with a wide variety of culturesWilling to be contactable on an on-call basis after-hours by mobile phoneAdhere to company standards, policy and procedureKnowledge, Skills & Abilities Minimum two years' hospitality experienceOR
Degree in a technical, hospitality or business fieldKnowledge of food and beverage management proceduresExperience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPointPrevious experience in supporting alternative hospitality software productsRequired Previous technical support or help desk experienceCustomer focused attitudeKnowledge of common help desk and ticketing solutionsExperience working with cross-functional teamsGreat troubleshooting skillsFamiliarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware)Working knowledge of Networks, PCs and troubleshooting installation issuesAbilities Ability and credibility to work effectively with both our internal and external customers at all levels of the organizationProven ability to work unsupervised or as a team member of both the local office team and wider company teamsCreative 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 succeedAbility to work in a logical methodical mannerAbility to work under stress and meet deadlinesFlexibility with people and timeHigh level of competency with English language, demonstrate strong written and verbal communication skillsResponsibilitiesIn 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.
Required SkillsCustomer Focused, Customer Service, Problem Solving, SQL (Structured Query Language), Technical Support, Written And Verbal Communication Skills
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