Oracle Hiring for Customer Support Analyst – Technical Support L1 Oracle Micros at Columbia, MD Full Time

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, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

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, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Customer Service Analyst – Technical Support

Are you an experienced hotel/hospitality employee? Do you enjoy technology and problem-solving? We’re looking for Customer Support Administrators to own Tier 1 Technical Support. You’ll be supporting enterprise Oracle applications, and the troubleshooting is NOT so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems (“your side? our side? let me dig into this for you…”), and helping users navigate bugs, outages, and any other issue they may have.

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 main 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.

This job is on-site in Columbia, MD (Snowden River Pkwy/Columbia Gateway area) upon offices reopening, and candidates must be available 24 hours including weekends and holidays. It is a full-time, shift-based role; shifts assigned based on workforce need at time of hire.

Some of what we do:

• Be the first line of telephone contact for our customer base – You are the face of Oracle Support
• Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
• Provide first line application support for a wide range of product or systems related service requests
• Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
• Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group
• Take ownership of SRs and monitor through to resolution – this includes SRs passed to other teams or external partners
• Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress
• Contribute to Knowledge by actively commenting and providing feedback on KM articles.
• May reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve
• Carry out other duties as reasonably requested by your line manager

We like to see:

• Experience in the Hotel/Hospitality or Food & Beverage industry
• Customer Focus – the ability to empathize with customers to deliver phenomenal customer service
• Strong attention to detail and accuracy
• Good interpersonal skills and a team player – able to work as part of multi-disciplinary teams
• Excellent verbal and written communication skills

We love to see:

• Experience using Opera PMS systems
• Some professional IT experience
• A passion for tinkering: building your own PCs, setting up personal networks at your house, etc.
• Preference for troubleshooting and solving problems rather than “plug-and-play” solutions
• Network+, CompTIA A+, Cisco, or related certifications are a big plus
• SQL knowledge comes in handy on the job

What we offer

In addition to a benefits package that includes life and disability insurance, health and dental options, GRRSP with match and an employee stock purchase plan:

• Agile, friendly, collaborative environment backed by a strong enterprise.
• Continuous career development: we actively encourage and celebrate internal promotions.
• High-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talks.
• A vast variety of volunteer opportunities through Oracle Giving
• Diverse ERGs that provide opportunities for networking and exchange of ideas across the company.

About Us – Be Yourself!

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 a diverse set of 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.

Reasonable accommodations available upon request for applicants with disabilities.

#LI-KT4