Technical Support Analyst

6 months ago

Hyderabad, India Oracle Full time

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 - PM/ PM IST or Pacific Standard Time PM/ 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 - AM IST onwards

Work hours can change depending on Business requirements

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 customer inquiries via phone and electronic means and a main pointfixquestions 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 customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Job Description

Technical Support Analyst – Oracle MICROS F&B Applications Support Analyst –is specifically responsible for the 1st level support for Oracle Hospitality Applications suite (including: Simphony, RES 3700, 9700, Materials Control, R&A) and associated interfaces, Oracle Payment Cloud Services.

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 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 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 - PM/ PM IST or Pacific Standard Time PM/ 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 - AM IST onwards

Work hours can change depending on Business requirements

Life at Oracle and Equal Opportunity:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Which includes being a United States Affirmative Action Employer
/corporate/careers/diversity-inclusion/

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