Technical Support Specialist

1 week ago

Dover, Delaware, United States Oracle Full time
Job Description

L2 Customer Technical Support Analyst - Food & Beverage

Location: Columbia, MD or Orlando, FL

No visa sponsorship is available for this position.

About the Role:

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 inquiries regarding the use of and fix for our Electronic Support Services.

A main point of contact for customers, responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and advanced issues.

Key Responsibilities:

  • Provide 2nd line support globally for F&B Hospitality applications.
  • Primarily will be supporting Simphony POS systems and Oracle Hospitality Reporting and Analytics but will also need to be familiar with the systems that it works with (RES 3700, e7, 9700).
  • Be Familiar with database Queries and Scripts.
  • Setup labs for testing and reproducing issues / defects.
  • Ensure familiarity with new releases as they become available.
  • Be familiar with and implement the latest configuration, installation, training and support standards and procedures.
  • Assist in training and supporting new staff on the MICROS product suites and associated interfaces.
  • Liaise with domain authorities 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.

Requirements:

  • Minimum 2-3 years' experience installing/configuring/supporting/administering Micros F&B management software products (Reporting and Analytics, RES 3700, Simphony).
  • Experience / understanding of working in a data center.
  • Degree or equivalent experience in a technical field.
  • Knowledge of food and beverage management procedures.
  • Minimum two years F&B experience.
  • Previous experience in supporting alternative hospitality software products.

What We Love to See:

  • 2+ years database experience (Oracle, MySQL) - Should be confident in writing / reading complex SQL queries and update statements.
  • Working knowledge of Networks, PCs and resolving installation issues
  • Experience working with virtual machines (VMWare, Oracle Virtualbox)
  • Familiarity of current operating systems.
  • Previous technical support or help desk experience
  • Good interpersonal skills
  • Customer focused demeanor
  • Knowledge of common help desk and ticketing solutions
  • Experience working with multi-functional teams

About Us:

As 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 +1-800-633-0738, 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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