Posted by Oracle Corporation is an American multinational computer technology corporation headquartered in Redwood Shores, California. The company sells database software and technology, cloud engineered systems, and enterprise software products—particularly its own brands of database management systems.
Customer Service Analyst 1-Support
F&B Support Analyst –is specifically responsible for the 1st level support of the MICROS product suite and associated interfaces.
Duties & Responsibilities
· Responsible for 1st level support of your product suite to the customer
· Responsible for the entry, tracking and management of all incoming support calls in MOS
· 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
· Assist in configuring, installing, training and supporting the MICROS product suites and associated interfaces for selected strategic projects when required
· Liaise with subject matter 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
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 two years’ experience installing/configuring/supporting/administering food and beverage management software products
· Minimum two years’ hospitality experience in a supervisory or management role
OR
· Degree in a technical, hospitality or business field
· Previous training experience in the area of theoretical/conceptual training
· Knowledge of food and beverage management procedures
· Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint
· High level of competency with English language
Desirable
· Previous experience with alternative restaurant management systems
· Previous experience with Clarify
· Previous experience working with an automated support management and tracking tool in a support center environment
· Previous experience in supporting hospitality software products
· Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware)
· Working knowledge of Networks, PCs and troubleshooting installation issues
Professional Skills
· Analytical problem solving skills
· Superior communication skills, written and verbal
· Strong interpersonal skills with the ability to earn respect from customers, colleagues and others
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, 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
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