Customer Service Analyst F&B L2- Technical Support
1 week ago
Customer Service Analyst F&B L2- Technical SupportAUCKLAND, New ZealandBe the First to ApplyJob Identification: 274296Job Category: SupportJob Type: Regular EmployeeExperience Level: ProfessionalDoes this position require a security clearance?
NoYears: 6 to 10+ yearsApplicants: Less than 10 applicantsApplicants are required to read, write, and speak the following languages: EnglishAdditional Info: Visa / work permit sponsorship is not available for this positionJob DescriptionF&B Global Technical Services - Customer Service Analyst 2.Duties & ResponsibilitiesProvide 2nd line support globally for F&B Hospitality applications (Simphony and Reporting & Analytics).Responsible for the entry, tracking, and management of all incoming support calls in Oracle Support portals.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 RequirementsWilling 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 & AbilitiesMinimum 2-3 years experience installing/configuring/supporting/administering Micros F&B management software products (RES 3700, 9700, Simphony, Ebusiness products, etc.
).Minimum two years' hospitality experience.ORDegree 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.Customer-focused attitude.Knowledge of common help desk and ticketing solutions.Experience working with cross-functional teams.Great troubleshooting skills.Familiarity with Operating Systems (Windows, Linux), Databases (Oracle DB, SQL, MySQL, SQL Express), Virtual Machines, VM SW, Integrations.Working knowledge of Networks, PCs, and troubleshooting installation issues.AbilitiesAbility 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, user experiences, and knowledge to create new ideas and think 'outside the square'.A self-starter with initiative, drive, and a 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.High level of competency with the English language, demonstrating strong written and verbal communication skills.ResponsibilitiesIn 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 little direction from 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.
This position may provide you an opportunity to be 'proactively responsible' for support for our top revenue and strategic customers.Required SkillsCustomer Service, Customer Service Skills, Electronic Support, Excellent communication skills, Operating Systems, Oracle DB, SQL (Structured Query Language), Strong communication skills, Technical Support, Troubleshooting, Troubleshooting Skills, VM (Virtual Machines), Written And Verbal Communication SkillsAbout UsAs a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems.
True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before.
It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes.
We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency.
We put our people first 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 calling +1 888 404 2494, option one.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
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