Customer Service Admin Support A1
Location:
Orlando , Florida
Posted:
February 08, 2017
Reference:
160016M2
Job Description:
As a member of the Micros Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to be a front line customer contact point and provide first level customer support including problem resolution using the knowledge base. You will use documentation, web resources, and lab testing, etc. to triage and troubleshoot issues. 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, shipping inquiries, electronic support diagnosis and troubleshooting and product availability.

Responsibilities:
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: point of sales applications and electronic support troubleshooting. You will handle open service requests, implement fixes, and document details in real-time, analyzing potential hardware or software problem and writing notes in the tracking system.

Support may be delivered via electronic channels (web, e-mail, etc.) or phone. You will be the point of contact for customers, triaging and documenting their requests, and will work in a call center environment as needed.

You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications, develop advanced troubleshooting and diagnostic skills, and gain exposure to our products' underlying technologies.

Experience:
Prior working knowledge of Oracle Micros Point of Sale systems, or, the desire to quickly learn about Oracle Micros Point of Sale products is preferred. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle Micros products and how they all interrelate in a Food and Beverage environment. An ideal candidate will demonstrate excellent communication skills, be an effective team player, be skilled at multitasking, and will demonstrate commitment to ensuring customer success and satisfaction.

Associates degree or equivalent combination of education and experience. Experience with Oracle Micros Point of Sale systems is preferred.
Qualifications:
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, 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 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. 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 routine in nature. 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. Associates degree.

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.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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