DUTIES & RESPONSIBILITIES:

• Deliver first-class Service to Oracle Hospitality customers
• Provide software and systems technical support for Oracle Hospitality products: OPERA V5, OPERA Cloud & adjacent products
• Log, triage and troubleshoot global product and system specific requests in accordance to company SLAs
• Provide guidance and resolution for a wide range of technical and non-technical customer requests including, but not limited to: product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.
• Log and triage Service Requests in accordance to customer policies and Service levels
• 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 faults and collaborate with internal teams to drive resolution
• Communicate with customers regularly regarding case progress and updates
• Follow up with third party suppliers regarding the progress of any open calls

 Requirements:

• Mandatory advanced level of English/Italian
• Past experience of technical support or service desk operations
• Excellent communication skills and impeccable phone etiquette; Customer focused – has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
• Strong time management and prioritization skills
• Strong computer skills and interest in IT are a must
• Knowledge of Windows 7/8/10 and basic understanding of networks
• 1-2 Years experience in hospitality or technical support sector are desirable
• Previous experience of Oracle Hospitality (Micros Fidelio) Products or hotel experience would be advantageous
• SQL knowledge - nice to have