L2 Customer Technical Support Analyst - Food & Beverage

Location: Columbia, MD or Orlando, FL

No visa sponsorship is available for this position.

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.

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.

In this role, your main 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 matters regarding the use of and fix for our Electronic Support Services. As a main point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from 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. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

You'll need to be:

•  Required to read, write, and speak the following languages - English & Spanish a bonus

•  Willing to work overtime and holidays as requested.

�������  Willing to work with a wide variety of customers.

���������������������������������  Willing to be contactable on an on-call basis after-hours by mobile phone.

What we Like to see:

•  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

Career Level - IC2