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+ Customer Service Supervis...
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Employer Sponsored Job (Free to apply to)
Oracle Corporation Job Title
Customer Service Supervisor-Support

Company
Oracle Corporation

Job Description
Customer Service Supervisor-Support','19000HUE','','!*!Job Summary

A Support
Manager is specifically responsible for the management of 1st Level
support & the education of the F&B product suites and associated
interfaces in your region.

Duties &
RESPONSIBILITIES:

Responsible
for the management of your team (task assignment, training &
development & performance management)
Responsible
for managing 1st level support of your product suite to the customer.
Responsible
for achieving performance standards
Manage
the support team to ensure service level requirements are exceeded.
Responsible
for ensuring all the all incoming support calls are entered, managed and
tracked in MOS (My Oracle Support).
Work
with the customers to ensure that contractual service expectations are
exceeded.
Responsible
in conjunction with the local product manager for local quality assurance
of new product/ or version releases prior to distribution in your region.
Ensure
familiarity with new releases as they become available.
Train
the concepts and procedures of MICROS and Hotel Systems support to the
support team in your region.
Be
familiar with and adhere to the latest training and installation standards
and procedures.
Liaise
with subject matter experts in the regional office on client requests for
enhancements & development.
Special
projects as required.

 

knowledge, skills
& abilities

Credentials and Experience:

Essential:

Minimum
two years experience installing/configuring/supporting MICROS or Hotel
Systems software products in the Asia Pacific region.
Minimum
two years management experience working with a Food & Beverage
procedures or PMS (including rooms, front office and financial
procedures).
or
Degree
in a Technical, Hospitality or Business field
Previous
management experience.
Knowledge
of manual MICROS or Front Office management procedures
Experience
in Microsoft suite of products in particular, Outlook, Excel, Word, Project
and PowerPoint.

 

 

Desirable:

Previous
experience with alternative automated Food & Beverage or Property
Management Systems.
Previous
experience working with an automated support management and tracking tool
in a support center environment.
Previous
experience in supporting Hospitality Software Products.
Knowledge
of MICROS or Fidelio products an advantage.
Familiarity
with NT Operating System, Windows 2000, SCO Unix, Oracle and PC Anywhere.
Basic
working knowledge of Networks, PC’s and troubleshooting installation
issues.

Professional Skills:

Management
Skills
Analytical
problem solving skills
Project
Management skills
Presentation
skills
Superior
communication skills, written and verbal 
(Must be fluent in English, second language an advantage)
Strong
management and interpersonal skills with the ability to earn respect from
both internal & external customer project teams

Abilities:

Ability
& Credibility to work effectively with both our internal &
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 so experiences and knowledge may be used 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.
Flexibility
with people and time.
Determination
to get the job done to time.

 

special requirements

Willing
to work overtime and holidays as requested.
Able
to travel extensively and be away from home for extended periods of time.
Willing
to work with a wide variety of cultures.
Currently
hold a valid passport.

 

MAJOR
CHALLENGES/PROBLEM SOLVING:

Workload
required initially to learn the concepts and the specifics of new product/
or version releases.
Learning
to troubleshoot the technical installation/support of the product.
Learning
to act as consultant for clients in the field of Oracle MICROS and Hotel
Systems support.

 

DECISIONs EXPECTED:

Own Authority:

Decisions
relating to the responsibilities listed in the job description.

 

Referred to Higher
Authority:

Approval
of plans, strategies, changes to support procedures and training material.
','!*!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 Customer Relations Supervisor, you will be responsible for managing projects, such as creating internal training curriculums and schedules, presenting at Oracle Support Services new hire orientation, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Client Relations analysts for the customer visit program and employee mentoring. A Supervisor is the first level point of contact for Client Relations’ escalations and is the first line of management for Client Relations Analysts. In this role, you will assist management in establishing group goals and assist analysts in setting their objectives. You will identify and assume project ownership for process and productivity improvements, as well as acting as a mentor to other Analysts while providing management with performance feedback. In short, your role will serve as an important communications liaison between management and Customer Relations Analysts. Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. A bachelors degree and one year Client Relations experience and 3 years of professional experience in Client Relations field. Prefer a proven track record of excellent problem solving and research skills and excellent communication skills, while projecting a positive, professional image.','Support','','IN-IN,India-Hyderabad','','','Regular Employee Hire','Oracle','Customer Service Supervisor-Support


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Location
Hyderabad, Andhra Pradesh, India



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