Customer Support Analyst - Oracle Payments Support

As a member of the Tier 2 Payments Support organization, your focus is to deliver post-sales support and solutions to the Oracle Payments customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and fix for our Electronic Support Services. A main point of contact for customers, responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and advanced issues. In this role, your main focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical matters regarding the use of and fix for our Electronic Support Services. As a main point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers. Career Level - IC3 Responsibilities In this role, you will deliver comprehensive support and solutions to the Oracle Support Services customer base, addressing both technical and non-technical inquiries. In this role you will:

• Provide 2nd line support globally for Oracle industries that leverage Oracle Payments Cloud Services
• Deliver on established Service Level Agreements for issue resolution and escalation.
• Setup labs for testing and reproducing issues and identifying potential defects.
• Ensure familiarity with new releases across industries as they become available.
• Be familiar with and implement the latest configuration, installation, training and support standards and procedures.
• Assist in training and supporting various LOB teams on the Oracle Payments Cloud Services suites and associated interfaces.
• Liaise with domain authorities in Sustaining Engineering, R&D and Cloud Operations.
• Work with customers to ensure that contractual service expectations are exceeded.
• Perform other duties as requested or as deemed appropriate by the management.
• Understand and support queries related to Payments Reports, Fee Structure, Settlement Schedule.
  
  Database querying and scripting skills
• Lab setup and issue reproduction
• Knowledge of Payments Reports, Fee Structure, and Settlement Schedule
• Proficiency in troubleshooting and resolving technical issues
• Understanding of Oracle's release cycle and new features
• Familiarity with Oracle support standards and procedures
• Basic knowledge of Cloud Operations processes
• Strong problem-solving skills for diverse customer situations and advanced issues
• Technical communication skills for liaising with internal teams and customers
• Ability to provide training and support
• Problem-Solving Skills:
• Independently complete tasks through defined policies and procedures.
• Demonstrate strong problem-solving and critical thinking skills.
• Communication:
• Excellent written and verbal communication skills.
• Ability to convey complex information clearly and effectively to broad audiences.
• Phone and electronic communication proficiency for customer support.
• Customer relationship management skills.
• What we like to see:
• Minimum 2-3 years' experience installing/configuring/supporting/administering Micros F&B management software products (Reporting and Analytics, RES 3700, Simphony, PAYMENTS).
• Experience / understanding of working in a data center.
• Degree or equivalent experience in a technical field.
• Knowledge of food and beverage management procedures.
• Minimum two years' F&B experience.
• Previous experience in supporting alternative hospitality software products.
• What we love to see:
• Familiarity with Oracle Payments Cloud Services interfaces.
• Understanding of Payment Configuration layers (OPI / SPI / Transaction Services).
• Oracle Payments Cloud Services (configuration/installation/troubleshooting) expertise.
  
  As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
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