Oracle Hiring for Customer Service Analyst 2-Support at Hyderābād Full Time

In 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 customers.

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.
• 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 focussed 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,Oracle, 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 organisation
• 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

In 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 customers.

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.
• 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 focussed 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,Oracle, 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 organisation
• 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