(Level 1) Hospitality Customer Support - Oracle Hospitality

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.

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).

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).

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).

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).

Desired profile

Qualifications :

Level 1 IT Hospitality Customer Support

Job Description:

Requirements

·  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

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).

About the team and the position

The Hospitality Support Team is a global technical team focusing on supporting our global customers on the full suite of Opera Property Management Systems (PMS) and applications. This open position is based in our Galway office (Parkmore Business Park East, Ballybrit) where you will be joining an existing team of 20 Customer Support engineers covering 1st tier (level 1) customer support calls on a shift basis. The team currently rotates through 5 shifts from 7am- to 11pm - shifts rotate weekly and are scheduled over the full week, weekend included. In your daily activities, you will collaborate with various internal teams responsible for Central Systems, Interfaces, Level 2 support

Typically when someone joins the team they need 18-24 months to get fully up to speed and to learn the technical aspects of the application. Oracle support is a large organisation offering equal personal and career development opportunities through training, promotion and internal vacancies. As such, there are significant opportunities to progress your career and skills within the organisation. In your daily activities, you will collaborate with a number of internal teams responsible for Central Systems, Interfaces, Level 2 support. We typically recruit our Level 2 support engineers from the level 1 teams!

As a member of the Oracle Support organization, your focus is to deliver application support and solutions to the Oracle customer base. 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. You will also 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.