Job Description

:F&B Global Technical Services - Customer Service Analyst 2Duties & Responsibilities

• Provide 2nd line support globally for F&B Hospitality applications (Simphony and eBusiness)
• Responsible for the entry, tracking and management of all incoming support calls in MOS and Clarify
• Ensure familiarity with new releases as they become available
• Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures
• Assist in training and supporting the MICROS product suites and associated interfaces
• Liaise with subject matter experts in Sustained Engineering, R&D and Cloud Operations
• Work with the customers to ensure that contractual service expectations are exceeded
• Perform other duties as requested or as deemed appropriate by the management

Other Requirements

• Willing to work overtime and holidays as requested
• Willing to work with a wide variety of cultures
• Willing to be contactable on an on-call basis after-hours by mobile phone
• Adhere to company standards, policy and procedure

Knowledge, Skills & AbilitiesEssential

• Minimum 2-3 yrs experience installing/configuring/supporting/administering Micros F&B management software products (RES 3700, 9700, Simphony, Ebusiness products etc..)
• Minimum two years\' hospitality experience

OR

• Degree in a technical, hospitality or business field
• Knowledge of food and beverage management procedures
• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint
• Previous experience in supporting alternative hospitality software products

Required:

• Previous technical support or help desk experience
• Strong communication skills
• Customer focused attitude
• Knowledge of common help desk and ticketing solutions
• Experience working with cross-functional teams
• Great troubleshooting skills
• Familiarity with Operating Systems (2019,2016, 2012, 2008, Windows 10, and VM Ware, Linux)
• Working knowledge of Networks, PCs and troubleshooting installation issues

Abilities

• Ability and credibility to work effectively with both our internal and 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, user experiences and knowledge to create new ideas and think \'outside the square.\'
• A self-starter with initiative, drive and a strong desire to succeed
• Ability to work in a logical, methodical manner
• Ability to work under stress and meet deadlines
• Flexibility with people and time
• High level of competency with the English language, demonstrate strong written and verbal communication skills
• Strong customer service skills

Career Level - IC2Responsibilities:

• Provide 2nd line support globally for F&B Hospitality applications (Simphony and eBusiness)
• Responsible for the entry, tracking and management of all incoming support calls in MOS and Clarify
• Ensure familiarity with new releases as they become available
• Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures
• Assist in training and supporting the MICROS product suites and associated interfaces
• Liaise with subject matter experts in Sustained Engineering, R&D and Cloud Operations
• Work with the customers to ensure that contractual service expectations are exceeded
• Perform other duties as requested or as deemed appropriate by the management.

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