Level 1 Customer Service Admin Support - Oracle Hospitality

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 customersSpecial 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