Customer Support Analyst

Job description

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down” which relies on analytical and technical skills.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Key technical contact for clients and staff which includes training and coaching. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is of moderate difficulty and needing some judgment. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Bachelors degree. 2 - 3 years of related experience.

Desired profile

Qualifications :

Job Description

Support Analyst

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 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