Support Engjneer

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and fix for our Electronic Support Services. A main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and increased issues.

Career Level - IC1

In this role, your main 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 queriesfix regarding the use of and fix for our Electronic Support Services. As a main point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and 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.

**Duties & Responsibilities**
- Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing 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 MOS 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
- Assist in configuring, installing, training and supporting the MICROS product suites (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
- Necessary SQL and technical skills
- Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures
- Liaise with domain experts in 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 4 years’ Hotel IT experience 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
- Degree in Technical, hospitality or business field or deep, relevant work experience of at least 4 Years in IT Support (Working knowledge of Networks, PCs and fix installation issues)
- Experience in a software product/technical support department or related, direct customer contact experience
- Minimum two years’ hospitality experience in a supervisory or management role in Hotel IT
- Knowledge of food and beverage management procedures, POS Systems
- Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and Power Point
- 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**
- 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 custo