Join our team as a Customer Care Specialist, focusing on delivering exceptional post-sales support and solutions to our valued Oracle customers. You will act as a key advocate for customer needs, resolving non-technical inquiries and providing technical assistance for our Electronic Support Services.

This role involves acting as a primary point of contact, fostering strong customer relationships, and offering expert advice to internal teams on complex customer situations.

Responsibilities include providing global 2nd line support for F&B Hospitality applications, particularly Simphony POS, PAYMENTS, and Oracle Hospitality Reporting and Analytics. Familiarity with related systems like RES 3700, e7, and 9700 is also essential.

Setup and maintain testing labs to replicate and resolve customer issues and defects. Stay updated with new software releases and ensure familiarity with their functionalities. Implement the latest configuration, installation, training, and support standards and procedures. Train and mentor new staff on MICROS product suites and associated interfaces. Collaborate with domain experts in Sustained Engineering, R&D, and Cloud Operations. Work proactively with customers to exceed contractual service expectations. Perform additional duties as assigned by management.

Fluency in reading, writing, and speaking English is required. Availability to work overtime and holidays when requested. A willingness to engage with a diverse range of customers. Minimum 2-3 years of experience in installing, configuring, supporting, or administering Micros F&B management software products is essential. Experience or understanding of data center environments is beneficial. A degree or equivalent experience in a technical field is preferred. Knowledge of food and beverage management procedures is advantageous. A minimum of two years of F&B experience is required. Previous experience supporting alternative hospitality software products is a plus. 2+ years of database experience (Oracle, MySQL), with confidence in writing/reading complex SQL queries and update statements. Working knowledge of networks, PCs, and resolving installation issues. Experience with virtual machines (VMware, Oracle VirtualBox). Familiarity with current operating systems. Previous technical support or help desk experience is valued. Strong interpersonal skills and a customer-focused demeanor. Knowledge of common help desk and ticketing solutions. Experience collaborating with multi-functional teams is beneficial.