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.

- 3-5 Years experience in hospitality industry or technical support

- Database knowledge

- Internet troubleshooting skills

- Knowledge of operating systems

- Excellent communicator with strong time management and prioritisation skills

- Ability to work under pressure and multi-task

- Strong analytical skills

- Availability to work in shifts and during weekends

- Previous experience of Micros Products would be advantageous

- Multilingual proficiency is mandatory to support our diverse global customer base: French, Spanish, German or Italian

- Strong customer service skills

- Address high volume support issues in a timely manner
- Create new cases and update existing cases in our customer database
- Provide solution to customer or engage teams for collaboration
- Triage incidents with a view to applying known fixes
- Meet and aim to exceed monthly individual and company targets set by Management
- Manage escalations in accordance with company procedures and service Levels
- Troubleshoot, diagnose and resolve fault at time of reporting where possible
- Communicate with customers regularly regarding case progress and updates
- Follow up with third party suppliers regarding the progress of any open issue via multiple communication channels.

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Career Level - IC1

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