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Customer Service Analyst/Technical Support

4 months ago

Columbia, United States Oracle Full time

This is an on-site position in either Orlando, FL or Columbia, MD office.

Are you a creative person who loves a challenge? Solve the complex puzzles you’ve been dreaming of as our Customer Service Analyst. If you have a passion for innovation in tech, we want you on our team Thrive in this crucial role 

Oracle is a technology leader that’s changing how the world does business. We’re looking for an experienced and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us

We are looking for Customer Support Administrators to own Tier 1 Technical Support. You'll be supporting enterprise Oracle applications, and the fixing is not so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems ("your side? Our side? Let me dig into this for you..."), and helping users navigate bugs, outages, and any other issue they may have.

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 inquiries regarding the use of and solving for our Electronic Support Services. A main 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 advanced issues.

Some of what we do:

Be the first line of telephone contact for our customer base - You are the face of Oracle Support Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear Provide first line application support for a wide range of product or systems related service requests Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines Analyze, fix and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group Take ownership of SRs and supervise through to resolution - this includes SRs passed to other teams or external partners Maintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progress Contribute to Knowledge by actively commenting and providing feedback on KM articles. May reproduce technical issues that customers report in a test environment in order to fix & resolve Carry out other duties as reasonably requested by your line manager

Career Level - IC1

We love to see:

Experience using OPERA Property Management System (PMS) or MICROS Point of Sale (POS) Some professional IT experience A passion for tinkering: building your own PCs, setting up personal networks at your house, etc. Preference for fix and solving problems rather than "plug-and-play" solutions Network+, CompTIA A+, Cisco, or related certifications are a big plus SQL knowledge comes in handy on the job

We like to see:

Experience in the Hotel/Hospitality or Food & Beverage industry Customer Focus - the ability to empathize with customers to deliver excellent customer service Solid attention to detail and accuracy Good interpersonal skills and a great teammate - able to work as part of multi-disciplinary teams Excellent verbal and written communication skills

What we offer:

In addition to a benefits package that includes life and disability insurance, health and dental options, GRRSP with match and an employee stock purchase plan:

Agile, friendly, collaborative environment backed by a strong enterprise Continuous career development: we actively encourage and celebrate internal promotions High-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talks A vast variety of volunteer opportunities through Oracle Giving Diverse ERGs that provide opportunities for networking and exchange of ideas across the company.

Life at Oracle:
An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $ to $ per hour; from $40,000 to $79,700 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.