Oracle
Technical Support Analyst - L1 Support
Job Description
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 expertsin 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
- Rfixelevant 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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