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 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
Knowledge, Skills & Abilities
Essential
- 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
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