Technical Support Analyst – L1 Support
Location: Hyderabad, Telangana, India
**Job Overview**
The Technical Support Analyst for Oracle MICROS F&B Applications is primarily accountable for delivering first-level support for the Oracle Hospitality Applications suite, which encompasses Simphony, RES 3700, 9700, Materials Control, R&A, and related interfaces, as well as Oracle Payment Cloud Services.
**Key Responsibilities**
Join a dedicated team of technical specialists driven by the goal of assisting customers, providing voice and technical support for the Oracle Hospitality Suite throughout North America, EMEA, and Asia-Pacific.
– Address intricate customer issues, document solutions, and ensure timely and reliable resolutions for all technical challenges customers face with the products.
– Deliver remote support and conduct thorough cause analyses for problems.
– Collaborate with fellow support team members and various internal departments to enhance customer service quality.
– Manage and track all incoming support inquiries using the Oracle Support Ticketing system.
– Serve as a customer champion by directly engaging with clients on high-priority matters to ensure prompt resolutions while gathering feedback to drive improvements in processes or products.
– Anticipate customer needs and proactively address any concerns regarding their issues or resolutions.
– Provide hands-on technical assistance to customers through phone, email, and remote tools.
– Support configuration, installation, training, and ongoing assistance for the MICROS Application suites (including Oracle Simphony, RES 3700, 9700) for select strategic initiatives when necessary.
– Stay updated with new releases as they are made available.
– Obtain and retain current certifications in:
– Major Account accreditation
– Current application version
– Essential SQL and technical skills
– Up-to-date knowledge of configuration, installation, training, and support standards and procedures
Engage with regional domain experts concerning client requests for enhancements and development.
Work alongside customers to exceed expectations outlined in contractual service agreements.
Perform additional tasks as needed or deemed appropriate.
Knowledge, Skills & Abilities Essential
- Minimum 3 years of IT Support experience preferably in installing/configuring/supporting/administering food and beverage management software products like Oracle Simphony, RES 3700, 9700
- Previous experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A) – Desirable
- Relevant work experience of at least 3 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience
- Working knowledge of Networks, PCs, and fixing installation issues
- Knowledge of payment processing systems and technologies
- Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware)
- SQL Experience (preferred)
- Previous experience working with an automated support management and tracking tool in a support center environment
Other Requirements
- Minimum Graduation degree – Graduate in Technical stream or Graduate in any field with relevant IT Certifications
- Strong desire to deliver high-quality customer service
- Excellent written and verbal communication skills in English
- Excellent problem-solving skills
- Ability to effectively manage multiple tasks
- Strong organizational skills
- teammate who demonstrates positive, constructive interpersonal skills
- 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
*Note: This position requires weekend support and shift work. We operate 24/7, which may involve working during one of the following shifts. Please note that shift timings can change. – AMER hours (Eastern Standard Time): 5:30 PM or 6:30 PM IST, or for Pacific Standard Time: 9:30 PM or 10:30 PM IST, depending on Daylight Saving Time. – EMEA hours: 12:00 PM, 1:00 PM, or 2:00 PM IST, depending on Daylight Saving Time. – APAC hours: 5:30 AM IST onwards. Work hours may vary based on business requirements. Career Level: IC1*
Required Skills:
Application Support, Client Interaction, Cloud Database, Customer Communication, Excellent Communication Skills, Food and Beverage Application Support, Hospitality Software, Phone Support, Technical Support, SQL (Structured Query Language), SaaS Application Support.