Enterprise Management Administrator

2 years ago4946 views
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General Details
Advertised By:Agency
Company Name:Adapt IT
Job Type:Full-Time
Description
  • The purpose of the role is to provide a high-quality EM Administrative support and service to business operations functions.
  • The EM Administrator is required to maintain EM databases for MICROS clients to the satisfaction of clients, employees and Management.

 

Primary Responsibilities for the Role

  • Provide support to line managers in developing job profile for a new vacant position
  • Manage administration of all client databases controlled by Micros SA using RES/Simphony product suite.
  • Manage communications with client regarding EM database administration and maintain a reply within 4 hours of the original emails during office hours.
  • Manage database change process in accordance with client SLA.
  • Assist with new enterprise database creation and deployment.
  • Travel to clients’ sites.
  • Provide client training related to enterprise database control.
  • To provide telephonic / remote / onsite support for all RES products.
  • Clients on ‘Credit Hold’ are not to be supported without authorization by Management.
  • To ensure accurate and timely updates of logged support issues on the in-house call logging system.
  • To be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
  • Be responsible for interaction with customers via email, telephone, fax etc.
  • Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
  • Maintain all EM database related documentation required by MICROS-Fidelio.
  • Assist with the occasional implementing, testing and writing of any documentation that may be required.
  • Test and troubleshoot new versions prior to release.
  • To employ sound decision making when dealing with customer support issues i.r.o. escalation (EAME, USA, and others); resolve customer issues in the most efficient manner, in the shortest possible time.
  • To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
  • Inform the relevant account managers of support / maintenance issues regarding their clients.
  • To occasionally assist the sales department with any requests that may assist the sales department to close a sale. This includes technical information, software information and sales demonstrations.
  • Maintain client files, filing of all installation and support documentation, including the internal support system.
  • Maintain 97% SLA on EM cases
  • To present training courses as required.
  • Perform all UAT testing prior to deployment.
  • Ensure 100% successful/accurate deployment.
  • Adhere to EM SLA standards and timelines.

 

Minimum Qualification and ...


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