L1 Technical Support

This job is with Oracle, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 technical questions regarding the use of and troubleshooting for Oracle MICROS F&B Applications , as well as, post-sales non-technical customer inquiries via phone and electronic means. 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.

Technical Support Analyst – Oracle MICROS F&B Applications Support Analyst –is specifically responsible for the 1st 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

Or

Other Requirements

Abilities

We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change)

NAMER 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

Work Hours Can Change Depending On Business Requirements

Career Level - IC1

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. This involves resolving technical questions regarding the use of and troubleshooting for Oracle MICROS F&B Applications , as well as, post-sales non-technical customer inquiries via phone and electronic means. 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. 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.

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

Work Hours Can Change Depending On Business Requirements

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Skills Required

Networks, Vm Ware, Sql, It Infrastructure, Oracle