Customer Support (Hotel)

Job description

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 two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve 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. 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 semi-routine in nature. 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. Associates degree. At least 1 year of related experience.

Desired profile

Qualifications :

CANDIDATE SHOULD BE WILLING TO WORK SHIFTS INCLUDING WEEKEND / PUBLIC HOLIDAYS. POSITION OPEN FOR NATIVE THAI SPEAKER WITH GOOD COMMUNICATION SKILLS IN THAI AND ENGLISH.

·  Responsible for 1st level support to the global customers.
·  Responsible for the entry, tracking and management of all incoming support calls in My Oracle Support (MOS) Portal.
·  Ensure familiarity with new releases as they become available.
·  Should have a talent to do self-learning on any of the applications, modules as and when required.
·  Be familiar with and adhere to the latest configuration, training and support standards and procedures.
·  Assist in configuring, installing, training and supporting the Opera PMS, S&C and OXI products and associated interfaces for selected strategic projects when required·
·  Liaise with subject matter experts of next level of support, Level 2 support and to the development team if required.
·  Work with the support teams to ensure service level requirements are exceeded.
·  Work with the customers to ensure that contractual service expectations are exceeded.
·  Regular follow-up with customer required until the issue resolved.

KNOWLEDGE, SKILLS & ABILITIES

Essential

·  Minimum two years' experience installing/configuring/supporting Opera PMS software.
·  Minimum two years management experience working with a property management system

OR

·  Degree in a IT, hospitality or business field.
·  Previous training experience in the area of theoretical/conceptual training
·  Knowledge of Hotel front office / Reservation/ Accounts management procedures.
·  Experience Oracle database, report writer would be an added advantage.

Communication

·  High level of competency with Thai and English language ( Oral and written)

Desirable

·  Previous experience with alternative automated property management systems.
·  Previous experience working with an automated support management and tracking tool in a support center environment.
·  Previous experience in supporting hospitality software products

Professional Skills

·  Analytical problem solving skills
·  Project management skills
·  Presentation skills
·  Superior communication skills, written and verbal
·  Strong management and interpersonal skills with the ability to earn respect from both internal and external customer project teams

Abilities

·  Ability and credibility to work effectively with both our internal and external customers at all levels of the organisation.
·  Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.
·  Creative thinking abilities so experiences and knowledge may be used to create new ideas and think 'outside the square'.
·  A self-starter with initiative, drive and strong desire to succeed.
·  Ability to work in a logical methodical manner.
·  Ability to work under stress and meet deadlines.
·  Flexibility with people and time.
·  Willing to do Shifts (Morning, Mid or night shift) including weekends / public holidays.