What are the responsibilities and job description for the Level 2 Technical Support Analyst - Food & Beverage/Point of Sale position at Oracle?
As a valued member of our dynamic Support organization, your mission is to deliver outstanding post-sales support and solutions to Oracle's diverse customer base, while championing their needs. You'll play a key role in resolving both non-technical and technical customer inquiries via phone and electronic means, providing guidance on our Electronic Support Services. As a primary point of contact, you'll be at the forefront of nurturing customer relationships, collaborating with Oracle teams to resolve complex challenges, and ensuring an exceptional support experience.
What You'll Do:
- Provide global 2nd line support for our F&B Hospitality applications, with a focus on Simphony POS systems, PAYMENTS, and Oracle Hospitality Reporting and Analytics. You’ll also gain familiarity with related systems like RES 3700, e7, and 9700.
- Set up labs for testing and reproducing issues or defects, ensuring thorough resolution.
- Stay up to date with new releases, learning and implementing the latest configuration, installation, training, and support standards.
- Play a pivotal role in training and mentoring new staff on the MICROS product suites and related interfaces.
- Collaborate with domain experts in Sustained Engineering, R&D, and Cloud Operations to tackle complex customer needs.
- Proactively exceed customer expectations, ensuring that all service contracts are not only met, but surpassed.
- Embrace a variety of duties as requested, contributing to the ongoing success and growth of the team.
In this role, you'll:
- Be an advocate for Oracle Support Services, engaging directly with customers and internal teams to resolve a wide range of technical and non-technical issues.
- Serve as a key point of contact for customers, building relationships and providing guidance to ensure smooth support interactions.
- Take ownership of resolving customer inquiries in real time, with follow-up on more intricate issues, all while contributing to strategic and top-tier customer accounts.
- Provide proactive solutions, ensuring that our support services continuously meet and exceed expectations.
What We’re Looking for in You:
- Proficiency in English is required, with Spanish being a bonus!
- Willingness to work overtime, holidays, and be on-call as needed to support our customers around the clock.
- Comfort in working with a diverse range of customers and their unique needs.
What We Like to See:
- 2-3 years of experience working with and supporting Micros F&B management software products (including Reporting and Analytics, RES 3700, Simphony, and PAYMENTS).
- Experience or familiarity with working in a data center environment.
- A degree or equivalent experience in a technical field.
- Solid understanding of food and beverage management processes.
- At least two years of experience in the F&B industry.
- Previous experience supporting alternative hospitality software products.
What We LOVE to See:
- 2 years of experience with databases (Oracle, MySQL) and strong SQL skills (writing and reading complex queries and update statements).
- Knowledge of networks, PCs, and troubleshooting installation issues.
- Experience with virtual machines (VMWare, Oracle VirtualBox).
- Comfort with current operating systems and resolving technical issues.
- Prior technical support or help desk experience.
- Excellent interpersonal skills, with a customer-focused approach.
- Familiarity with help desk and ticketing systems.
- Experience working with cross-functional teams, driving collaboration and innovation.
If you’re ready to join a supportive, customer-centric team where your expertise will truly make a difference, we’d love to hear from you!
Career Level - IC2
Qualifications:
Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $21.15 to $42.88 per hour; from: $44,000 to $89,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Salary : $21 - $43
