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Oracle IT Customer Support Hospitality German (additional languages preferred) in Duesseldorf, Germany

IT Customer Support Hospitality German (additional languages preferred)

Preferred Qualifications

We are delivering first class support to our hospitality customers all over the world, providing technical assistance and solutions in Hotel and Food & Beverage.

Our primary task is to provide level one support to customers who contact the Oracle Hospitality Support and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).


  • Previous experience of working in hospitality - preferably reception / restaurant


  • Fluent in German, written and oral

  • Fluent in English, written and oral

  • A willingness to learn is essential as extensive on-the-job training is


  • A willingness to use also self learning tools and online documentation for

self learning

  • Strong Computer skills and/or a strong interest in IT are essential

  • Availability to work in shifts, during weekends and holidays 24 X 7 X 365

  • Previous experience of Micros Fidelio Products would be advantageous

  • Ability to work under pressure and multitask

  • Strong analytical skills

Skills - Essential

  • Ability to turn work around quickly whilst still maintaining high level of


  • Customer focused – has the ability to empathize with customers and is

able to deliver great customer service to required standards in a

professional and polite manner

  • Good listener and remains calm when dealing with incidents

  • Strong verbal communication skills, able to tailor communication so

that it is clear and easy to understand

  • Enthusiastic - genuinely wanting to deliver a first class service

  • Strong attention to detail and accuracy in all work.

  • Articulate and methodical in approach

  • Good interpersonal skills and a team player, able to work as part of

multi-disciplinary teams

  • PC literate - including a good level of knowledge of hardware and MS

Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in


  • Ability to develop specific customer knowledge over time

Experience – Desirable

  • Experience of working within a similar support role

  • Experience of using a call logging application

  • Hotel Reception Experience is an advantage

  • An understanding of the Hotel business

  • A basic understanding of Networks

  • Quick learner able to become productive quickly

  • Basic SQL knowledge

Characteristics & Competencies in line with the Company Essential Values

  • Go beyond the boundaries of your job description in

order to get a good result

  • Question and challenge the adequacy and quality of traditional

thinking and the status quo; be receptive to new ideas and

methods of working

  • Use superior skills and knowledge to produce excellent work that

we are all proud of

  • Be open, honest, and professional with colleagues, clients and

3rd parties

  • Identify and act on opportunities for collaboration with other

teams to achieve company goals and enhance client service


The successful candidate will be required to

  • Provide PMS Support and related products to our customer base

  • Log and manage support requests received via telephone and email

from external customers, within the specified time

  • Analyse, troubleshoot and resolve customer issues - working towards

resolution at first level within a timely manner or reassign to the

appropriate resource if this is not possible

  • Update the call logging system (ensuring that full and concise details of

the nature of the incident are recorded) and provide information for 2nd

Level Support Teams and 3rd Party Service Partners. This includes


  • Take ownership of calls and monitor through to resolution – this includes

calls passed to other teams or external support partners

  • Maintain good relationships with customers, liaising with customers

during the incident process to ensure that they are kept informed of

progress and relieve any stress or concern caused by support issues

  • Carry out any other duties as reasonably requested by your line manager

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.

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

Job: Support

Location: DE-DE,Germany-Duesseldorf

Job Type: Regular Employee Hire

Organization: Oracle