F&B Global Technical Services - Customer Service Analyst 2

 Duties & Responsibilities 

Provide 2nd line support globally for F&B Hospitality applications (Simphony and Reporting & Analytics)  Responsible for the entry, tracking and management of all incoming support calls in ICCP  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 sustaining 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 & Abilities 

Essential 

Minimum 2-3 yrs experience installing/configuring/supporting/administering MICROS F&B management software products (RES 3700, 9700, Simphony, eSolutions 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 (Windows 2012, 2016, SQL, Oracle, and VMWare)  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, uses experiences and knowledge to create new ideas and think 'outside of the box'  A self-starter with initiative, drive and 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 English language, demonstrate strong written and verbal communication skills Strong customer service skills 

 

Career Level - IC2