2 Simphony Jobs

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. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines. Job Summary: We are seeking a highly motivated and experienced Customer Service Manager - Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite . This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability. Key Responsibilities: Team Leadership & Performance Management Lead, mentor, and develop a team of Technical Support Analysts. Set performance goals and conduct regular evaluations. Foster a collaborative, high-performing team environment. Customer Support Operations Oversee day-to-day support operations ensuring timely and effective resolution of customer issues. Ensure adherence to SLAs, KPIs, and Oracle's customer experience standards. Handle escalations and work closely with internal stakeholders for resolution. Process Improvement & Quality Assurance Monitor support interactions to ensure adherence to quality standards. Identify recurring issues and drive root cause analysis. Implement best practices and process enhancements to improve customer experience. Collaboration & Reporting Work cross-functionally with Product Management, Engineering, and Sales teams. Generate and present operational metrics, trend reports, and improvement plans to leadership. Participate in global support initiatives and strategic planning. Training & Development Identify training needs and facilitate technical and soft skills development. Promote a learning culture through coaching, feedback, and continuous knowledge sharing. Required Qualifications: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. 10+ years of experience in technical/customer support, with at least 3 years in a leadership or managerial capacity. Strong understanding of hospitality industry solutions, preferably Oracle Hospitality products like OPERA, Simphony, and related systems. Experience installing/configuring/supporting MICROS or Hotel Systems software products will be an added advantage Proven track record of managing support teams in a 24/7 global support environment. Excellent communication, conflict resolution, and stakeholder management skills. Ability to analyze data and derive insights for continuous improvement. Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management. Preferred Qualifications: ITIL certification or similar service management framework knowledge. Experience in managing remote or hybrid teams. Background in SaaS or cloud-based product support environments. Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries. Job Summary: We are seeking a highly motivated and experienced Customer Service Manager - Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite . This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability. Key Responsibilities: Team Leadership & Performance Management Lead, mentor, and develop a team of Technical Support Analysts. Set performance goals and conduct regular evaluations. Foster a collaborative, high-performing team environment. Customer Support Operations Oversee day-to-day support operations ensuring timely and effective resolution of customer issues. Ensure adherence to SLAs, KPIs, and Oracle's customer experience standards. Handle escalations and work closely with internal stakeholders for resolution. Process Improvement & Quality Assurance Monitor support interactions to ensure adherence to quality standards. Identify recurring issues and drive root cause analysis. Implement best practices and process enhancements to improve customer experience. Collaboration & Reporting Work cross-functionally with Product Management, Engineering, and Sales teams. Generate and present operational metrics, trend reports, and improvement plans to leadership. Participate in global support initiatives and strategic planning. Training & Development Identify training needs and facilitate technical and soft skills development. Promote a learning culture through coaching, feedback, and continuous knowledge sharing. Required Qualifications: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. 10+ years of experience in technical/customer support, with at least 3 years in a leadership or managerial capacity. Strong understanding of hospitality industry solutions, preferably Oracle Hospitality products like OPERA, Simphony, and related systems. Experience installing/configuring/supporting MICROS or Hotel Systems software products will be an added advantage Proven track record of managing support teams in a 24/7 global support environment. Excellent communication, conflict resolution, and stakeholder management skills. Ability to analyze data and derive insights for continuous improvement. Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management. Preferred Qualifications: ITIL certification or similar service management framework knowledge. Experience in managing remote or hybrid teams. Background in SaaS or cloud-based product support environments. Career Level - M2

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 technical questions regarding the use of and troubleshooting for Oracle MICROS F&B Applications, as well as, post-sales non-technical customer inquiries via phone and electronic means. 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. Technical Support Analyst - Oracle MICROS F&B Applications Support Analyst -is specifically responsible for the 1 st level support for Oracle Hospitality product suite (including: Simphony, RES 3700, 9700, Materials Control, R&A) and associated interfaces. Duties & Responsibilities Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Hospitality Suite across North America, EMEA and Asia-Pacific. Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers Providing remote support delivery and performing problem cause analysis Collaborating with fellow support colleagues and other internal organizations to provide superior customer service Responsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool. Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements. Anticipating customer needs and effectively addressing concerns related to their issue or resolution Providing direct technical assistance to customers via phone, email, and Remote tools Assist in configuring, installing, training and supporting the MICROS product suites (including: - Oracle Simphony,RES 3700,9700) and associated interfaces for selected strategic projects when required Ensure familiarity with new releases as they become available Obtain and maintain current certification in: . Major Account accreditation . Current application version . Necessary SQL and technical skills . Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures Liaise with subject matter experts in the regional office on client requests for enhancements and development Work with the customers to ensure that contractual service expectations are exceeded Perform other duties as requested or as deemed appropriate Knowledge, Skills & Abilities Essential Minimum 3 years IT Support experience preferably in installing/configuring/supporting/administering food and beverage management software products like Oracle Simphony, RES 3700,9700 Previous experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A) - Desirable Previous experience working with an automated support management and tracking tool in a support centerenvironment Or relevant work experience of at least 3 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience Working knowledge of Database, Cloud Applications, Networks, IT Infrastructure Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware) SQL Experience (preferred) Previous experience working with an automated support management and tracking tool in a support centreenvironment Other Requirements Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications Strong desire to provide high-quality customer service Excellent written and verbal communication skills in English Excellent problem-solving skills Ability to effectively manage multiple tasks Strong organizational skills Team player who demonstrates positive, constructive interpersonal skills Willing to work overtime and holidays as requested Willing to work with a wide variety of cultures Willing to be contactable on an on-call basis after-hours by mobile phone Adhere to company standards, policy and procedure Abilities . Ability and credibility to work effectively with both our internal and external customers at all levels of the organization . Proven ability to work unsupervised or as a team member of both the local office team and wider company teams . Creative thinking abilities, uses experiences and knowledge to create new ideas and think outside the square . A self-starter with initiative, drive and strong desire to succeed . Ability to work in a logical methodical manner . Ability to work under stress and meet deadlines . Flexibility with people and time .. Note: This job requires weekend support and shift work We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change) NAMER hours (Eastern Standard Time - 5.30 PM/ 6.30 PM IST or Pacific Standard Time 9.30 PM/ 10.30 PM IST onwards depending on Day Light Savings Time) EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Day Light Savings Time APAC hours - 5.30 AM IST onwards Work hours/Shifts can change depending on Business requirements In this role, your primary 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. This involves resolving technical questions regarding the use of and troubleshooting for Oracle MICROS F&B Applications, as well as, post-sales non-technical customer inquiries via phone and electronic means. 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. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and 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. Technical Support Analyst - Oracle MICROS F&B Applications Support Analyst -is specifically responsible for the 1 st level support for Oracle Hospitality product suite (including: Simphony, RES 3700, 9700, Materials Control, R&A) and associated interfaces. Duties & Responsibilities Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Hospitality Suite across North America, EMEA and Asia-Pacific. Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers Providing remote support delivery and performing problem cause analysis Collaborating with fellow support colleagues and other internal organizations to provide superior customer service Responsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool. Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements. Anticipating customer needs and effectively addressing concerns related to their issue or resolution Providing direct technical assistance to customers via phone, email, and Remote tools Assist in configuring, installing, training and supporting the MICROS product suites (including: - Oracle Simphony,RES 3700,9700) and associated interfaces for selected strategic projects when required Ensure familiarity with new releases as they become available Obtain and maintain current certification in: . Major Account accreditation . Current application version . Necessary SQL and technical skills . Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures Liaise with subject matter experts in the regional office on client requests for enhancements and development Work with the customers to ensure that contractual service expectations are exceeded Perform other duties as requested or as deemed appropriate Knowledge, Skills & Abilities Essential Minimum 3 years IT Support experience preferably in installing/configuring/supporting/administering food and beverage management software products like Oracle Simphony, RES 3700,9700 Previous experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A) - Desirable Previous experience working with an automated support management and tracking tool in a support centerenvironment Or relevant work experience of at least 3 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience Working knowledge of Database, Cloud Applications, Networks, IT Infrastructure Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware) SQL Experience (preferred) Previous experience working with an automated support management and tracking tool in a support centreenvironment Other Requirements Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications Strong desire to provide high-quality customer service Excellent written and verbal communication skills in English Excellent problem-solving skills Ability to effectively manage multiple tasks Strong organizational skills Team player who demonstrates positive, constructive interpersonal skills Willing to work overtime and holidays as requested Willing to work with a wide variety of cultures Willing to be contactable on an on-call basis after-hours by mobile phone Adhere to company standards, policy and procedure Abilities . Ability and credibility to work effectively with both our internal and external customers at all levels of the organization . Proven ability to work unsupervised or as a team member of both the local office team and wider company teams . Creative thinking abilities, uses experiences and knowledge to create new ideas and think outside the square . A self-starter with initiative, drive and strong desire to succeed . Ability to work in a logical methodical manner . Ability to work under stress and meet deadlines . Flexibility with people and time .. Note: This job requires weekend support and shift work We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change) NAMER hours (Eastern Standard Time - 5.30 PM/ 6.30 PM IST or Pacific Standard Time 9.30 PM/ 10.30 PM IST onwards depending on Day Light Savings Time) EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Day Light Savings Time APAC hours - 5.30 AM IST onwards Work hours/Shifts can change depending on Business requirements Career Level - IC1