Customer Service Analyst 2-Support

3 weeks ago

Hyderabad, Telangana, India Oracle Full time
Job Description

.Provide 2nd line support globally for F&B Restaurant applications (Simphony and Reporting & Analytics)
.Responsible for the entry, tracking and management of all incoming support calls in MOS and ICCP
.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

Duties & Responsibilities

- Provide 2nd line support globally for F&B Restaurant applications (Simphony and Reporting & Analytics)
- Responsible for the entry, tracking and management of all incoming support calls in MOS and ICCP
- 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 F&B Restaurant management software products (RES 3700, 9700, Simphony, eBusiness 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 (2012, 2016, MSSQL, Oracle, and VM Ware)
- Working knowledge of Networks, PCs and troubleshooting installation issues

Career Level - IC2

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