Global Technical Services - PMS L2 – Customer Service Analyst 2 - Support

Job description

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.

Desired profile

Qualifications :

Position Summary

I. Role Summary: Common tasks, qualifications and special skills
Note: Specific or unique to the position and not addressed in the statements within the Job Description below. Provide only supplemental statements that specifically describe the position and are not already stated in the Job Description.

Common Tasks

Key Tasks / Responsibilities

• Provide 2nd line support globally for issues on Hospitality applications
(OPERA, Suite 8, OPERA9, MOBILE, CENTRAL SYSTEMS, OXI, OEDS, ECOMMERCE)
• Resolve technical issues on PMS product.
• Provide technical guidance to and facilitate relationships with
- Customer
- 1st line support
- Customer Success Managers
- Product Managers
- Other internal resources where required
• Identify and report back root cause and resolution of major incidents to avoid recurring issues.
• Be "proactively responsible" for support for our top revenue and strategic customers where required.
• Adhere to Global L2 Support standards, and ensure 1st line support follows the published guidelines
• Prepare incident reports when required
• Liaise with Sustained Engineering, Development, Cloud Operations and Product teams
• Participate in internal and external meetings as required
• Participate in building Oracle knowledgebase
• Report back to line manager in carrying out strategic departmental goals based on company objectives.
• Participate in cross-division training programs to strengthen PMS knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global PMS 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
• On-call service on a rotational basis to manage any critical incidents outside office hours
• This role will require you to cover shift patterns day, evenings and week end work.

Special Skills

• Extensive knowledge on PMS Applications in a support role required or the desire to quickly learn advanced troubleshooting in Hospitality Products HOTEL (OPERA, Suite 8, OPERA9, MOBILE, CENTRAL SYSTEMS, OXI, OEDS, ECOMMERCE)
• Understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment.
• Excellent general IT skills, strong knowledge of current technologies with SQL scripting ability an advantage.
• 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.
• Has ability to complete own role largely independently within defined policies and procedures
• Is an effective team player, and will demonstrate commitment to ensuring customer success.
• Past experience offering solutions and process improvement.

II. Job Description: posting descriptions and job requirements
Note: This standard Oracle job description is aligned with the job code and provided for reference purposes only. Any changes to this Job Description are outside the scope of this project. This description is established by Oracle's Compensation Department and cannot be changed at this time.

Job Requirements

• Degree (or technical equivalent) is required.
• Must have 3-5 years minimum technical experience preferably in a support environment,
• Hospitality Product Support a distinct advantage.
• Fluent in English

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, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).