Oracle Customer Support Analyst-Bilingual in Annapolis, Maryland

Customer Support Analyst-Bilingual

Preferred Qualifications

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide first level customer support service for Hotel customers, including product configuration issues, triage and confirming contracts.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical Hotel customer issues including, but not limited to: Property Management product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability.

Handle open service requests that are dispatched, implement fixes, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system.

Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed.

Also, you will be the point of contact for new customers, introducing and educating them on Oracle MICROS Hotel Systems as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Preferred Qualifications:

  • Prior working knowledge of Oracle MICROS Hotel Property Management Systems, or the desire to quickly learn about Oracle-Micros Hotel products is preferred.

  • Use of operating systems, hardware environments, software, and networking to understand how they all interrelate with Oracle MICROS and a Hotel customer environment.

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

  • Associates degree or equivalent combination of education and experience.

  • SQL, database experience

  • Bilingual skills in English plus Spanish, Italian, French or Portuguese

  • Available for varied hours/shifts in 24-hour /365 days year setting

Detailed Description and Job Requirements

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down” which relies on analytical and technical skills.

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. Key technical contact for clients and staff which includes training and coaching. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is of moderate difficulty and needing some judgment. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. 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 products. 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. 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. Bachelors degree. 2 - 3 years of related experience.

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.

Job: Support

Location: US-FL,Florida-Orlando

Other Locations: US-MD,Maryland-Columbia, US-UT,Utah-Lehi

Job Type: Regular Employee Hire

Organization: Oracle