Technical Support Analyst - L1 Support

Job Description

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 questions regarding the use of and troubleshooting for our Electronic Support Services. A primary 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 escalated issues.

Job Description

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

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 product 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 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
  
  
  

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
• Previous experience working with an automated support management and tracking tool in a support center environment
  
  
  

Or

• relevant 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 Database, Cloud Applications, Networks, IT Infrastructure
• 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 centre environment
  
  
  

Other Requirements

• Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications
• Strong desire to provide 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
• Team player 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
• 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
• 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 - 5.30 PM/ 6.30 PM IST or Pacific Standard Time 9.30 PM/ 10.30 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 - 5.30 AM IST onwards

Responsibilities

Work hours can change depending on Business requirements

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 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.

Qualifications

Career Level - IC1

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.

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.