Hospitality Food and Beverage - Back Office Application Support

Job description

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, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

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, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate 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.

Desired profile

Qualifications :

Preferred Qualifications
In this role you will provide technical support of Oracle Hospitality's Back Office Enterprise systems: Inventory Management, Reporting and Analytics, Labor Management, Gift and Loyalty, Forecasting and Budget, and InMotion Mobile. You will provide guidance and real time resolution on a wide range of technical customer issues. You will handle open service requests, implement fixes, and document details in real-time, analyzing potential procedural or software problem and writing notes in our tracking system.

Support may be delivered via electronic channels (web, e-mail, remote access, etc.) or phone. You will be the point of contact for customers, triaging and documenting their requests, and will work in a call center environment as needed.

You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications, develop advanced troubleshooting and diagnostic skills, and gain exposure to our products' underlying technologies.

Preferred Experience:

Prior working knowledge of Oracle Micros Point of Sale systems, or, the desire to quickly learn about Oracle Micros Point of Sale products or prior experience providing end-user technical support via phone or electronic means is strongly preferred. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle Micros products and how they all interrelate in a Food and Beverage environment. An ideal candidate will demonstrate excellent communication skills, be an effective team player, and will demonstrate commitment to ensuring customer success.

Highly Desired Experience:

Hospitality experience working with concepts of cost accounting and/or inventory management.
Experience implementing, project managing, or supporting of inventory management and accounting applications.
Troubleshooting applications with web interfaces.
Technical education.
SQL experience