Oracle Technical Customer Support Analyst - Bilingual in Columbia, Maryland
Technical Customer Support Analyst - Bilingual
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 restaurant 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 restaurant customer issues including, but not
limited to: point of sale product compatibility and
configuration, license reconciliation, support entitlements and validation,
invoice and shipping inquiries, electronic support troubleshooting and product
Bi-lingualin English and Spanish, French OR Portuguese.
Abilityto work noon - 9pm, 3 pm - 11pm, or overnight hours.
Associates degree orequivalent combination of education and experience.
The ability to dispatchcustomer service related requests.
The ability to implementfixes, and document the case for escalation, analyze the hardware or softwareproblem and write case notes in the tracking system.
The ability to be thepoint of contact for new customers, introducing and educating them on OracleMICROS Restaurant Systems as a whole. Please note that you will also havethe opportunity to gain knowledge of specific product areas within our coretechnologies and/or applications.
Prior working knowledgeof, or experience with, Oracle Micros systems or a Point of Sale Restaurantsystem is preferred.
Knowledge and use ofoperating systems, hardware environments, software, and networking
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 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.
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.
Other Locations: US-MD,Maryland-Columbia
Job Type: Regular Employee Hire