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Oracle Hospitality Support Operations Analyst in Orlando, Florida

Hospitality Support Operations Analyst

Preferred Qualifications


  • Create and monitor new cases and update existing cases in our customer CRM tool

  • Handle incoming calls from internal support as well as external customers

  • Triage incidents relating to customer data, entitlement and contracts

  • Provide solution to customer or collaborate on the issue with relevant resolution group

  • Meet and aim to exceed monthly individual and company targets set by Customer Support Management

  • Manage escalations in accordance with company procedures and Service Levels

  • Troubleshoot, diagnose and resolve fault at time of answering a customer call where possible

  • Communicate with customers regularly regarding case progress and updates

  • Administrative work such as data correction, data entry and lookup/replacement

  • Additional projects are assigned outside of the day to day business which require good project management skills


  • Experience of working in hospitality - preferably reception / BOH experience

  • Fluent in English, written and oral, another language is preferred

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

  • 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 Oracle Hospitality Products would be advantageous

  • Ability to work under pressure and multitask

Skills - Essential

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

  • 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 excellent level of knowledge of hardware and MS Windows / Microsoft Office, MS Excel is essential

Experience – Desirable

  • Experience of working within a similar administrative / support role

  • Experience of using a call logging application (Customer CRM)

  • Oracle BI Analytics/ Reporting knowledge is an advantage

  • Advanced Excel Skills are an advantage

  • Quick learner able to become productive quickly

  • Data entry and correction, attention to detail

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 and personal goals and enhance client service

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.

Job: Support

Location: US-FL,Florida-Orlando

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

Job Type: Regular Employee Hire

Organization: Oracle