Product Specialist – Oper at Adapt IT

About the position

Introduction

The Opera Product Specialist position will shape the way we drive customers solutions across Opera departments. This integral team member is an in-house expert on Opera products and third parties vendors integrating into Opera PMS. Acting as a bridge between technical , installation, support and external users ensuring product's success by providing deep knowledge, gathering feedback and supporting the Opera team and driving solutions.

Description
Primary Responsibilities for the Role

Opera Solution Engineering§  Maintain a professional relationship with all our customers to learn the challenges they're facing and implement solutions according to those needs.

§  Technical Expertise of Opera product features, functions, and benefits.

§  Product Development collaboration with product managers and solution engineers to suggest improvements, fix bugs, and drive solutions that is customer fit.

§  Collaborate with the Opera development team to ensure excellent product delivery.

§  Collaborate with the Report Writers team and assist with complex issues.

§  Address customer questions, resolve issues, and gather feedback on user pain points.

§  Work with the technical team leader and National product specialist to assist installers during and post projects.

§  Any other tasks deemed appropriate

Opera Support    §  Handle complex escalations and critical production issues

§  Own high-severity incidents end-to-end.

§  Advanced troubleshooting and problem-solving.

§  Strong understanding of OPERA V5 architecture.

§  Collaborate with the Support specialist and technical agent to resolve complex issues.

§  Highlight training areas for the technical agent to Opera Managers

§  Internal Incident and escalation management within the department and Oracle.

§  Available for 3^rd line support when required.

§  Ability to work under pressure and meet SLAs

§  Any other tasks deemed appropriate.

Product Knowledge and Testing§  Troubleshoot functional application problems.

§  Researching and creating solutions for potential customers.

§  Keep up to date with Oracle in terms of  – Upgrades and Maintenance happening on Opera.

§  Documenting and keeping track of the Bug Id identified by Oracle for a particular version.

§  Reading new published information on Oracle Docs and attend relevant product webinars

§  Test and troubleshoot all new patches and versions prior to release.

§  Assist and guide corporate accounts with their group specific testing.

§  To ensure that relevant SCR’s, new functionality and local requirements are testes and documented. 

Documentation, Training and communication

• Identify and advise management of procedures that may require updating or reviewing within the team/business.
• Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
• Forward relevant product information, fixes, workarounds, known issues, etc… to relevant personnel within the company.
• To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
• 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.
• Provide training to Sales and Project team on Opera cloud pre-sales and quoting.

Minimum Requirements
minimum Qualification and Experience Requirements

•         Grade 12/Matric

•         Relevant Degree or Diploma

•         Opera experience very essential

•         IT related knowledge (advantageous)

•         Knowledge of Microsoft Products

•         Driver’s license

•         Own vehicle

 

Desired Skills and Qualities

•         Demonstrate aptitude or competence for assigned responsibilities.

•         Demonstrate ability to take initiative and carry out assigned tasks to completion.

•         Manage time, resources well and demonstrate excellent planning and organisational skills.

•         Committed, motivated and able to achieve tasks in line with deadlines.

•         Excellent customer service and analytical skills.

•         Be proactive and customer focus.

•         Excellent communication and presentation skills.

•         Meticulous, with high attention to detail.

 

Excellent inter-personal skills

Desired Skills:

• Opera
• Training
• Testing
• Consulting
• support
• Documentation
• Communication