Customer Care Specialist

NTT DATA, Inc.; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. seeks a proactive support specialist to deliver post-sales assistance for Oracle Hospitality solutions. You will handle non-technical inquiries by phone and email, and address technical questions surrounding Electronic Support Services.

Focus areas include Simphony POS, PAYMENTS, and Hospitality Reporting/Analytics, with awareness of RES 3700, e7, and 9700 systems. You will train staff and liaise with engineering and cloud teams to meet service levels.

Qualifications

• 2–3 years’ experience installing/configuring/supporting Micros F&B management software products (Reporting and Analytics, RES 3700, Simphony, PAYMENTS).
• Experience/understanding of working in a data center.
• Degree or equivalent technical field experience.
• Knowledge of food and beverage management procedures.
• Minimum two years’ F&B experience.
• Previous experience in supporting alternative hospitality software products.

Responsibilities

• Provide 2nd line post-sales support for Oracle Hospitality applications including Simphony, PAYMENTS, and Reporting/Analytics.
• Be the primary liaison for customers, resolving non-technical inquiries via phone and email and handling technical issues.
• Liaise with Sustained Engineering, R&D, and Cloud Operations to exceed contractual service expectations.
• Setup labs to reproduce issues and test fixes; stay familiar with new releases and configurations.
• Assist in training new staff on MICROS product suites and interfaces.

Skills

Post-sales support

Customer inquiries handling

SQL basics

F&B systems knowledge

English language proficiency

VMware/virtualization

Education

Technical degree or equivalent experience

Tools

Simphony POS

RES 3700

e7

9700

Job description

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Focus is to deliver post-sales support and solutions to the Oracle 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 primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and advanced issues.

Provide 2nd line support globally for F&B Hospitality applications. Primarily will be supporting Simphony POS systems, PAYMENTS and Oracle Hospitality Reporting and Analytics but will also need to be familiar with the systems that it works with (RES 3700, e7, 9700).

• Setup labs for testing and reproducing issues / defects.
• Ensure familiarity with new releases as they become available.
• Be familiar with and implement the latest configuration, installation, training and support standards and procedures.
• Assist in training and supporting new staff on the MICROS product suites and associated interfaces.
• Liaise with domain authorities 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.

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.

You'll need to be:

• Required to read, write, and speak the following languages - English
• Willing to work overtime and holidays as requested.
• Willing to work with a wide variety of customers.

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:

• 2+ years database experience (Oracle, MySQL) - Should be confident in writing / reading complex SQL queries and update statements.
• Working knowledge of Networks, PCs and resolving installation issues
• Experience working with virtual machines (VMWare, Oracle Virtualbox)
• Familiarity of current operating systems.
• Previous technical support or help desk experience
• Good interpersonal skills
• Customer focused demeanor
• Knowledge of common help desk and ticketing solutions
• Experience working with multi-functional teams

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