Key Tasks / Responsibilities
•    Provide support globally for IFC8 related issues on Hospitality applications (Hotel and F&B)

•    Provide technical guidance on the IFC8 product, to:
-    Customers
-    Customer Success Managers
-    Product Managers
-    Other internal resources where required

•    Identify and report back root cause and resolution of major incidents to avoid recurring issues

•    Adhere to Global Support standards

•    Prepare incident reports when required

•    Liaise with Development, Cloud Operations and Product teams

•    Participate in internal and external meetings as required

•    Participate in building Oracle knowledgebase

•    Report back to line manager in setting strategic departmental goals based on company objectives.

•    Participate in cross-division training programs to strengthen IFC8 knowledge within the Global application support teams as well as to extend the application knowledge within the Global IFC team

•    Work with global product teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented

•    Committed to the delivery of outstanding service to customers



Special Skills
•    Proven communication and presentation skills through previous interaction with customers and peers.
•    Strong experience in issue resolution, issue prioritization, customer management and technical account management.
•    Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams.
•    Excellent general IT skills and strong knowledge of current technologies.
•    Good knowledge of MICROS applications (Hotel and/or F&B) is beneficial.
•    Knowledge of the hospitality and IT industry is essential.
•    Good networking knowledge is essential.
•    Past experience offering solutions and process improvement.



Job Requirements
•    Degree (or technical equivalent) is required.
•    Must have 2 or more years of technical or professional experience (preferably in a support environment).
•    Fluent in English


As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide first level customer support, including product configuration issues, triage and confirming contracts.

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. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. 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 products. 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. 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. Associates degree.