Oracle Customer Support Analyst Tech Services OPG/OPI L2 in Salt Lake City, Utah
Customer Support Analyst Tech Services OPG/OPI L2
Key Tasks / Responsibilities
Provide 1st and 2nd line support globally for MPG/OPG/OPI issues on Hospitality applications (Hotel and F&B)
Provide technical guidance on the OPG/OPI product, to:
1st line supports
Customer Success 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 3rd line support, Development, Cloud Operations and Product teams
Participate in internal and external meetings as required
Participate in building Oracle knowledge base
Report back to line manager in setting strategic departmental goals based on company objectives.
Participate in cross-division training programs to strengthen MPG
knowledge within the Global L1 application support teams as well as to
extend the application knowledge within the Global MPG team
- Work with global product L2 and L3 teams on customer escalations to get
issues analyzed, sustainable solutions developed and implemented
- Committed to the delivery of outstanding service to customers
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.
Extensive knowledge on Payment processing and particularly MPG/OPG/OPI product is beneficial.
Good knowledge of MICROS applications (Hotel and/or F&B).
Knowledge of the hospitality and IT industry is essential.
Extensive experience with virtualization.
Past experience offering solutions and process improvement.
Strong knowledge of MS Pack Office necessary.
Knowledge a SQL queries.
Candidate must be meticulous.
Degree (or technical equivalent) is required.
Must have 2 or more years of technical or professional experience (preferably in a support environment).
Fluent 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, 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.
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-FL,Florida-Orlando, US-UT,Utah-Lehi
Job Type: Regular Employee Hire