Technical Support Analyst Oracle

Provide voice support to Oracle Hospitality F&B customers worldwide.

• Troubleshoot complex customer scenarios and document solutions.
• Deliver dependable and timely resolution of technical issues.
• Provide remote support delivery and problem cause analysis.
• Collaborate with colleagues to provide superior customer service.
• Log and track all cases in ICCP ticketing tool.
• Advocate for customers by ensuring timely escalation and feedback.
• Maintain familiarity with new product releases.

Knowledge, Skills & Abilities Essential

• Minimum 2 years IT experience installing/configuring/supporting/administering systems.
• Experience in supporting software products, preferably Oracle MICROS (Simphony, RES, 9700, Materials Control).
• Graduate degree in technical, hospitality or business field.
• Understanding of F&B operations and POS systems.
• Experience with Microsoft suite (Outlook, Excel, Word, Project, PowerPoint).
• Familiarity with operating systems (Windows, Oracle, VMware).
• SQL experience preferred.

Other Requirements

• Strong desire to deliver high-quality customer service.
• Excellent communication skills in English and French
• Excellent troubleshooting and problem-solving skills.
• Ability to multitask and stay organized.
• Team player with interpersonal skills.
• Flexibility to work overtime, weekends, holidays, and shifts.
• Cross-cultural adaptability.

Abilities

• Ability to work effectively with customers and colleagues at all levels.
• Work independently or in a team environment.
• Creative problem solver, thinks outside the box.
• Self-starter with initiative and drive.
• Logical, methodical approach.
• Resilient under stress and able to meet deadlines.

Note: This role requires weekend support and shift work. 24x7 global support environment.