Oracle Customer Support Analyst Hotels L2 in Bucharest, Romania

Customer Support Analyst Hotels L2

Preferred Qualifications

Key Tasks / Responsibilities

  • Provide 2nd line support globally for Opera and Opera Cloud related

issues for Oracle Hospitality customers (Hotels & Resorts)

  • Work very closely with other teams (L1, OCI, SE) to deliver quality customer service

  • Provide technical guidance on the Application to:

  • 1st line supports

  • Customer Success Managers

  • Product Managers

  • Other internal resources where required

  • On-call service on a rotational basis to manage any critical incidents outside office hours

  • Identify and report back root cause and resolution of major incidents to avoid recurring issues

  • Adhere to Global L2 Support standards, and ensure 1st line supports follow the published guidelines

  • Prepare incident reports when required

  • Liaise with Sustaining Engineering, Development, and Product teams

  • Participate in internal and external meetings as required

  • Participate in building Oracle knowledgebase

  • Report back to line manager in setting strategic departmental goals based on company objectives.

  • Participate in cross-division training programs to strengthen Opera

knowledge within the Global L1 application support teams as well as to

extend the application knowledge within the Global L2 team

  • Work with global product L2 and SE teams on customer escalations to get

issues analyzed, sustainable solutions developed and implemented

  • Committed to the delivery of outstanding service to customers

Special Skills

  • Proven communication and presentation skills through previous interaction with customers and peers.

  • Strong experience in issue resolution, issue prioritization, customer management and technical account management.

  • Strong experience in tracking customer issues through to resolution and

providing regular status reports to customers and internal teams.

  • Excellent general IT skills and strong knowledge of current technologies.

  • Experience with Linux, Microsoft desktop and server operating systems is an advantage.

  • Knowledge of the hospitality and IT industry is essential.

  • Excellent knowledge of Oracle Hospitality applications (PMS, CLOUD).

  • Past experience offering solutions and process improvement.

Job Requirements

  • BS degree (or technical equivalent) is required.

  • Must have 5 or more years of technical or professional experience.

  • Fluency in English.

Detailed Description and Job Requirements

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 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.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Support

Location: RO-RO,Romania-Bucharest

Job Type: Regular Employee Hire

Organization: Oracle