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 little direction from 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. This position may provide you an opportunity to be “proactively responsible” for support for our top revenue and strategic customers.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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.
Come and join us! Oracle Hospitality delivers a wide range of software, hardware, and related services—along with a rapidly growing portfolio of cloud solutions—to enable our customers in the hospitality industry to deliver superior service and experience to their guests anywhere.
The Oracle Global Support Escalations & Incidents Team is the main point of contact for critical issues and incidents for Global Customer Support. This team provides 24×7 coverage for global customers.
As an Escalation and Incident MOD you will have a primary role in the process globally and deliver best-in-class service to our customers. You will act as a bridge between our customers and internal teams/collaborators, advocating for customer priorities and ensuring their requests are driven to resolution towards their satisfaction. You will be required to work closely with technical teams, application, infrastructure teams and other folks to achieve resolution of the reported problems.
The ideal is comfortable handling multiple tasks and deliver against tight deadlines while maintaining a high level of quality and increased customer satisfaction. The right candidate would be comfortable handling critical escalations and incidents, manage the customer experience and show end-to-end ownership of issues until resolution.
Skills & Experience
Would be an advantage any of:
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:
Does this sound like you? If so, we hope to meet you!