Oracle Customer Service Supervisor-Support in Hyderabad, India

Customer Service Supervisor-Support

Preferred Qualifications

Job Summary

A Support Manager is specifically responsible for the management of 1 st Level support & the education of the F&B product suites and associated interfaces in your region.


  • Responsible for the management of your team (task assignment, training & development & performance management)

  • Responsible for managing 1st level support of your product suite to the customer.

  • Manage the support team to ensure service level requirements are exceeded.

  • Responsible for ensuring all the all incoming support calls are entered, managed and tracked in MOS (My Oracle Support).

  • Work with the customers to ensure that contractual service expectations are exceeded.

  • Responsible in conjunction with the local product manager for local quality assurance of new product/ or version releases prior to distribution in your region.

  • Ensure familiarity with new releases as they become available.

  • Train the concepts and procedures of MICROS and Hotel Systems support to the support team in your region.

  • Be familiar with and adhere to the latest training and installation standards and procedures.

  • Liaise with subject matter experts in the regional office on client requests for enhancements & development.

  • Special projects as required.

knowledge, skills & abilities

Credentials and Experience:


  • Minimum two years experience installing/configuring/supporting MICROS or Hotel Systems software products in the Asia Pacific region.

  • Minimum two years management experience working with a Food & Beverage procedures or PMS (including rooms, front office and financial procedures).

  • or

  • Degree in a Technical, Hospitality or Business field

  • Previous management experience.

  • Knowledge of manual MICROS or Front Office management procedures

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

  • Previous experience with alternative automated Food & Beverage or Property Management Systems.

  • Previous experience working with an automated support management and tracking tool in a support center environment.

  • Previous experience in supporting Hospitality Software Products.

  • Knowledge of MICROS or Fidelio products an advantage.

  • Familiarity with NT Operating System, Windows 2000, SCO Unix, Oracle and PC Anywhere.

  • Basic working knowledge of Networks, PC’s and troubleshooting installation issues.

Professional Skills:

  • Management Skills

  • Analytical problem solving skills

  • Project Management skills

  • Presentation skills

  • Superior communication skills, written and verbal (Must be fluent in English, second language an advantage)

  • Strong management and interpersonal skills with the ability to earn respect from both internal & external customer project teams


  • Ability & Credibility to work effectively with both our internal & external customers at all levels of the organization.

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

  • Creative thinking abilities so experiences and knowledge may be used 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.

  • Flexibility with people and time.

  • Determination to get the job done to time.

special requirements

  • Willing to work overtime and holidays as requested.

  • Able to travel extensively and be away from home for extended periods of time.

  • Willing to work with a wide variety of cultures.

  • Currently hold a valid passport.


  • Workload required initially to learn the concepts and the specifics of new product/ or version releases.

  • Learning to troubleshoot the technical installation/support of the product.

  • Learning to act as consultant for clients in the field of Oracle MICROS and Hotel Systems support.


Own Authority:

  • Decisions relating to the responsibilities listed in the job description. Referred to Higher Authority:

  • Approval of plans, strategies, changes to support procedures and training material.

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. As a Customer Relations Supervisor, you will be responsible for managing projects, such as creating internal training curriculums and schedules, presenting at Oracle Support Services new hire orientation, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Client Relations analysts for the customer visit program and employee mentoring. A Supervisor is the first level point of contact for Client Relations’ escalations and is the first line of management for Client Relations Analysts.

In this role, you will assist management in establishing group goals and assist analysts in setting their objectives. You will identify and assume project ownership for process and productivity improvements, as well as acting as a mentor to other Analysts while providing management with performance feedback. In short, your role will serve as an important communications liaison between management and Customer Relations Analysts.

Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. A bachelors degree and one year Client Relations experience and 3 years of professional experience in Client Relations field. Prefer a proven track record of excellent problem solving and research skills and excellent communication skills, while projecting a positive, professional image.

Job: Support

Location: IN-IN,India-Hyderabad

Job Type: Regular Employee Hire

Organization: Oracle