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.

　　Responsibilities

　　Requirements:

　　Qualification in Hotel Management or related discipline

　　3-5 Years experience in hospitality or technical support sector

　　Database knowledge

　　Internet troubleshooting skills

　　knowledge of Windows 7/8/10

　　Excellent communicator with strong time management and prioritisation skills

　　Ability to work under pressure and multi-task

　　Strong analytical skills

　　Maturity to deal and communicate with Senior Managers and Customers

　　Availability to work in shifts and during weekends

　　Previous experience of Micros Products would be advantageous

　　Advanced level of English is mandatory

　　Responsibilities

　　Answer high volume of support calls for Property Management Systems (Opera, Suite8, BART) or Point of Sales (Simphony, RES products) in a timely manner

　　Create new cases and update existing cases in our customer database

　　Provide solution to customer or pass case to relevant resolution group

　　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 answering where possible

　　Communicate with customers regularly regarding case progress and updates

　　Follow up with third party suppliers regarding the progress of any open calls

　　About Us

　　As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

　　When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

　　We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

　　Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

　　We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

　　Disclaimer:

　　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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

　　* Which includes being a United States Affirmative Action Employer