1st Level Retail Software Systems Analyst - German-19000RS1
1st Level Retail Software Systems Analyst - German
Purpose Statement :
Ø Come join the Micros Retail Global Business Unit by Oracle - one of the leaders of the worldwide IT industry and the Nr.
1 Employer in Romania in 2017.
Mandatory Skills / Job Specifications :
Ø 1 - 2 years previous experience in IT or Corporate Support environment
Ø Fluency in German (both written and verbal) >
minimum required B2, ideal C1
Ø Fluency in English (both written and verbal) >
minimum required level B2, ideal C1
Ø Team Player Mentality
Ø Desire to participate in and support the change
Ø Solid Professional Attitude
Ø Technical Troubleshooting Skills
Ø Proven remote support know-how
Ø Customer orientated Communication Skills
Ø Availability to work in normal and late shifts (night shifts not required)
Ø Availability to work in weekend shifts (compensated as overtime or free day)
Essential Functions / Responsibilities :
Ø Log and manage support requests received via telephone and email from external customers, within the specified time Provide remote technical software support to clients
Ø Classify and make an initial assessment of incidents / service requests
Ø Analyze problems / situations, and understand problem impact on client business
Ø Extensively troubleshoot and document cases and provide L1 resolutions
Ø Route all L1 non solvable incidents / service requests to the appropriate level support, based on agreed service levels
Ø Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners, this includes providing and testing hardware
Ø Track incidents on all channels and provide Monitoring coverage of the client systems
Ø Support on site technicians by till installation and set up
Ø Follow and contribute to the extension of the project knowledge base instructions
Ø Identify opportunities for improvement in Oracle Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager
Ø Ensure agreed Incident handling SLAs are respected
Nice to have :
Ø Experience of working within a similar support role, ideally within the retail sector
Ø Specialized know how on Windows, Network, Databases
Ø Understanding of SQL Database and Linux platforms
Ø Understanding of how Networks work
Ø Technical Degree or equivalent studies
Good to know :
Ø Overtime compensation opportunity
Ø Multicultural environment - team based in Bucharest, Iasi & Berlin
Ø Possibility to extend the knowledge in the IT Industry
Ø Shifts avoid traffic peak hours
We take care of each member of in our team through diverse benefits, including :
Ø Recognition and rewards proportional to performance
Ø Attending technical training
Ø Access to an enormous array of learning resources like different learning platforms (Lynda, Safari Books and other)
Ø Top-tier medical insurance
Ø Having a real impact while doing what you love
created in collaboration with team members & hiring manager.
Detailed Description and Job Requirements
As a member of the Support organization, your 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 questions regarding the use of and troubleshooting 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 escalated issues.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to : product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability.
Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and / or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings.
In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment.
Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.
This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).