Oracle Customer Service Analyst 2-Support in Columbia, Maryland

Customer Service Analyst 2-Support

Preferred Qualifications

F&B Global Technical Services - Customer Service Analyst 2

Duties & Responsibilities

  • Provide 2nd line support globally for F&B Hospitality applications (MyMicros)

  • Responsible for the entry, tracking and management of all incoming support calls in MOS and Clarify

  • Ensure familiarity with new releases as they become available

  • Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures

  • Assist in training and supporting the MICROS product suites and associated interfaces

  • Liaise with subject matter experts 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

Other Requirements

  • 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

Knowledge, Skills & Abilities


  • Minimum 2-3 yrs experience installing/configuring/supporting/administering Micros F&B management software products (RES 3700, 9700, Simphony, etc..)

  • Minimum two years’ hospitality experience


  • Degree in a technical, hospitality or business field

  • Knowledge of food and beverage management procedures

  • Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint

  • Previous experience in supporting alternative hospitality software products


  • Previous technical support or help desk experience

  • Strong communication skills

  • Customer focussed attitude

  • Knowledge of common help desk and ticketing solutions

  • Experience working with cross functional teams

  • Great troubleshooting skills

  • Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware)

  • Working knowledge of Networks, PCs and troubleshooting installation issues


  • Ability and credibility to work effectively with both our internal and external customers at all levels of the organisation

  • Proven ability to work unsupervised or as a team member of both the local office team and wider company teams

  • Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the square'

  • A self-starter with initiative, drive and strong desire to succeed

  • Ability to work in a logical methodical manner

  • Ability to work under stress and meet deadlines

  • Flexibility with people and time

  • High level of competency with English language, demonstrate strong written and verbal communication skills

  • Strong customer service skills

Detailed Description and Job Requirements

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 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.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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.

Job: Support

Location: US-MD,Maryland-Columbia

Job Type: Regular Employee Hire

Organization: Oracle