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L2 Customer Technical Support Analyst - Simphony POS

Company: Oracle
Location: Providence
Posted on: June 6, 2024

Job Description:

Job Description

L2 Customer Technical Support Analyst - Simphony POS

Location: Columbia, MD or Orlando, FL

No visa sponsorship is available for this position.

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 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.

Provide 2nd line support globally for F&B Hospitality applications. Primarily will be supporting Simphony POS systems 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.

Career Level - IC2


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 & Spanish a bonus

Willing to work overtime and holidays as requested.

Willing to work with a wide variety of customers.

Willing to be contactable on an on-call basis after-hours by mobile phone.

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).

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


Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.


Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

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.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.


Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer

Keywords: Oracle, Providence , L2 Customer Technical Support Analyst - Simphony POS, IT / Software / Systems , Providence, Rhode Island

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