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 Experience Requirements
Matric / Grade 12 / Equivalent
IT qualification (advantageous)
Minimum 5 years’ experience within the restaurant industry
Knowledge of the Micros POS system / EM administration software (MECU)
Installation of Micros equipment advantageous
An understanding of the POPI Act
Desired Skills and Qualities
Personal Attributes and Qualities
Demonstrate aptitude or competence for assigned responsibilities
Demonstrate ability to take initiative and carry our assigned tasks to completion
Manage time, resources well and demonstrate good organisational skills
Committed, motivated and able to achieve tasks in line with deadlines
Able to prioritise importance tasks and adhere to deadlines
Be proactive and customer focus
Excellent communication skills, both oral and written
Meticulous, with high attention to detail
Good inter-personal skills
Able to maintain a very high degree of confidentiality
Good customer service
Able to work under pressure