Oracle

Oracle Hospitality Hotels - Customer Support Analyst

Oracle

June 11, 2021

As a member of the support team, your focus will be on providing first or second level support for Oracle customers. You will be responsible for fielding inbound calls and jointly ensuring that we achieve a high direct call answer rate within our average answer speed guidelines. You will receive and handle technical service requests (SR's) which will be assigned to you by our MOS system, based on your product and language skillset.
Calls and Service Requests will vary from being simple "functional" or "How To" type questions to complex software or hardware problems in a customer's cloud or hosted environment.
You will have a minimum of 2 years' experience in supporting like products and have good technical product knowledge. You will be expected to continue to build upon this knowledge over time, through the consumption of ongoing training and self-learning.
As a primary point of contact for our customers, you will play a key role in triaging the initial call and resolving user and handling type issues, as well as using the knowledge base to answer technical questions on the first call. Most importantly, you will use your product and technical knowledge to resolve a wide range of application, database, hardware and IT environment issues, as well as answering general customer support questions. You may provide remote on-line support to our premise and cloud based customers, while paying attention to our global security practices to ensure the security and safety of our customer's data at all times. You will be able to provide real time resolution for some matters and resolve more complex technical service requests with the appropriate testing and follow up
You will be required to actively participate in the creation of knowledge documentation for internal and external consumption. You may be also be required to moderate product related forums or provide training (classroom or creation of e-learning content) or coaching for your areas of expertise.
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 post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. 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.
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. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. 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.
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.