Oracle Bilingual Italian/English Line (Level 1) Hospitality Customer Support in Galway, Ireland

Bilingual Italian/English Line (Level 1) Hospitality Customer Support

Preferred Qualifications

Requirements

  • Native Italian speaker

  • Fluent in

English, written and oral

  • Proven

record of previous similar employments (call centre, call logging, helpdesk or

support…)

  • Ability

to turn work around quickly whilst maintaining a high level of accuracy

  • Ability

to work under pressure and multitasking in a busy Customer Service Call Centre

environment

  • Customer

focus - good listener who remains calm when dealing with customers, able to

deliver great customer service to required standards in a professional and

polite manner

  • Enthusiastic

  • genuinely wanting to deliver a first class service

  • Strong

attention to detail and accuracy in all work.

  • Articulate

and methodical in approach

  • Ability

to develop specific customer knowledge over time

  • Availability

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

  • A

willingness to learn is essential: extensive on-the-job training, use of

self-learning tools and documentation

Skills - Essential

  • Strong

troubleshooting and problem solving skills

  • Strong

analytical skills

  • Advanced Computer

skills with a strong interest in IT (hardware, networks, MS Windows, Microsoft

Office, Print Setup, Internet Explorer…)

  • Strong

verbal communication skills, able to tailor communication so that it is clear

and easy to understand

  • Good

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

multi-disciplinary teams

Experience – Desirable

  • Hotel

Reception or Restaurant Experience

  • Micros

Fidelio Products

  • An

understanding of the Hotel business

  • 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

Responsibilities

The successful

candidate will be required to

  • Provide

Property Management Systems (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 testing, taking 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

Aspart of Oracle’s employment process candidates will be required to complete a pre-employmentscreening process, prior to an offer being made. This will involve identity andemployment verification, salary verification, professional references,education verification and professional qualifications and memberships (ifapplicable).

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, 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. 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 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, 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.

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).

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: IE-IE,Ireland-Galway

Job Type: Regular Employee Hire

Organization: Oracle