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As a member of the Support organization at Oracle, the L2 Customer Technical Support Analyst for Food & Beverage POS is dedicated to delivering exceptional post-sales support and solutions to our customer base. This role serves as a vital advocate for customer needs, focusing on resolving both non-technical and technical inquiries related to our Electronic Support Services. The analyst will be a primary point of contact for customers, facilitating relationships with the support team and providing guidance to internal Oracle employees on diverse customer situations and advanced issues. The analyst will provide second-line support globally for Food & Beverage Hospitality applications, primarily focusing on Simphony POS systems and Oracle Hospitality Reporting and Analytics. Familiarity with related systems such as RES 3700, e7, and 9700 is essential. Responsibilities include setting up labs for testing and reproducing issues or defects, ensuring familiarity with new releases, and implementing the latest configuration, installation, training, and support standards and procedures. Additionally, the analyst will assist in training and supporting new staff on the MICROS product suites and associated interfaces. Collaboration with domain authorities in Sustained Engineering, R&D, and Cloud Operations is crucial to ensure that customer contractual service expectations are not only met but exceeded. The role also involves fielding and resolving post-sales inquiries via phone and electronic means, acting as a liaison between Oracle employees and customers with minimal direction from management. The analyst will provide real-time resolutions for a wide range of technical and non-technical customer issues, with follow-up for more complex matters. This position may also offer the opportunity to take proactive responsibility for support for our top revenue and strategic customers.
