Oracle
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.
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Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
Do you pride yourself on fixing problems? Do you have a passion for hospitality and providing world-class guest experience? If learning new technologies, flexing technical understanding, and delivering top-tier customer support is your bread and butter, apply to Oracle today!
In this role you will provide 1st line support for OPERA PMS and related products to our global Oracle Hospitality customers (Hotels & Resorts). We are a resource and an advocate for customer needs on Oracle software. This means resolving post-sales non-technical customer inquiries via phone and electronic means and answering technical questions regarding the use of our Electronic Support Services.
You will also provide guidance, problem-solving/troubleshooting, 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.
If what we’re doing here sounds like what you pride yourself on providing, apply now!
Responsibilities of the Oracle Hospitality – Hotel Opera Support Analyst:
- Provide 1st line support for OPERA related issues to our global Oracle Hospitality customers, including Marriott, Hyatt, and other world-class resorts
- Work very closely with other teams (L2, Cloud AMS, CCSM) to deliver quality customer service
- Provide technical guidance on the Application
- Identify and report back root cause and resolution of major incidents
- Adhere to Global L1 Support standards, and follow the published guidelines in the triage of, transfer or collaboration of tickets to other internal teams.
- Participate in internal and external meetings as required
- Contribute to building Oracle’s knowledge base
- Report back to line manager in achievement of departmental goals based on company objectives
- Work with internal teams on customer escalations to get issues analyzed and resolved promptly
- Maintain commitment to the delivery of outstanding service to customers
What we want to see in the Oracle Hospitality – Hotel Opera Support Analyst:
- Prior communication and presentation skills through previous interaction with customers and peers
- Prior experience in a high volume support centre setting or equivalent
- Prior experience in issue resolution, issue prioritization, customer management
- Prior experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
- Experience with Linux, Microsoft desktop and server operating systems is an advantage
- Knowledge of the hospitality and IT industry is an advantage
- Past experience offering solutions and process improvement
- Availability from 7:00am-11:00pm EST timeframe (exact shift will vary based on assignment)
- Availability to work weekends and holidays
What we love to see:
- BS degree (or technical/Associate’s equivalent)
- Have previous technical or professional experience
- Previous knowledge and working experience on Oracle Hospitality applications (PMS, CLOUD) is a huge plus!
- Enthusiasm for learning the ins and outs of Oracle products and services
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.
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.
Responsibilities of the Oracle Hospitality – Hotel Opera Support Analyst:
- Provide 1st line support for OPERA related issues to our global Oracle Hospitality customers, including Marriott, Hyatt, and other world-class resorts
- Work very closely with other teams (L2, Cloud AMS, CCSM) to deliver quality customer service
- Provide technical guidance on the Application
- Identify and report back root cause and resolution of major incidents
- Adhere to Global L1 Support standards, and follow the published guidelines in the triage of, transfer or collaboration of tickets to other internal teams.
- Participate in internal and external meetings as required
- Contribute to building Oracle’s knowledge base
- Report back to line manager in achievement of departmental goals based on company objectives
- Work with internal teams on customer escalations to get issues analyzed and resolved promptly
- Maintain commitment to the delivery of outstanding service to customers
What we want to see in the Oracle Hospitality – Hotel Opera Support Analyst:
- Prior communication and presentation skills through previous interaction with customers and peers
- Prior experience in a high volume support centre setting or equivalent
- Prior experience in issue resolution, issue prioritization, customer management
- Prior experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
- Experience with Linux, Microsoft desktop and server operating systems is an advantage
- Knowledge of the hospitality and IT industry is an advantage
- Past experience offering solutions and process improvement
- Availability from 7:00am-11:00pm EST timeframe (exact shift will vary based on assignment)
- Availability to work weekends and holidays
What we love to see:
- BS degree (or technical/Associate’s equivalent)
- Have previous technical or professional experience
- Previous knowledge and working experience on Oracle Hospitality applications (PMS, CLOUD) is a huge plus!
- Enthusiasm for learning the ins and outs of Oracle products and services
LI-KF1