Bi-Lingual technical Support Analyst
Posted: June 15, 2016
Reference ID: 16000OCR
As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide first level customer support service for restaurant customers, including product configuration issues, triage and confirming contracts.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical restaurant customer issues including, but not limited to: point of sale product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability.
Bi-lingual in English and Spanish, French OR Portuguese.
The ability to work in a 365x24x7 team environment.
Associates degree or equivalent combination of education and experience.
The ability to dispatch customer service related requests.
The ability to implement fixes, and document the case for escalation, analyze the hardware or software problem and write case notes in the tracking system.
This role may be positioned in a call center environment if needed.
The ability to be the point of contact for new customers, introducing and educating them on Oracle MICROS Restaurant Systems as a whole. Please note that you will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Nice to Have's:
Prior working knowledge of and or experience with Oracle Micros systems or a Point of Sale Restaurant system is preferred.
Knowledge and use of operating systems, hardware environments, software, networking, Oracle Micros products and how they all interrelate in a restaurant customer environment is a plus.
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.
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.
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. 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. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
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.