As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle Hospitality Technology Solutions 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, as your primary focus will be to deliver customer service to our Hospitality Industry customer base, related work experience in the Hospitality Industry and educational background in related studies will be considered a plus. The ideal match for this position will be a mix of a tech-savvy profile, with a can-do attitude and results-oriented mindset.

 What You’ll Do

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. The ideal candidate would have a 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's degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Primary objectives:

• Deliver 1st Class service to Oracle Hospitality Customers
• Respond to customer queries (technical and non-technical regarding our Hospitality Technology Solution) in a timely and accurate way, via phone, Webl or chat
• Identify customer needs and helps customers use specific features of our Hospitality Industry product offering (Opera Cloud PMS, Opera 5 and related products)
• Update Oracle internal databases and systems with information about technical issues and feedback collected from customers
• Follow up with customers to ensure their technical issues are resolved

Required Skills/Experience

• Strong customer focus and demonstrate top class customer service skills
• Native/fluent in French or German and English written and oral communication is a must
• IT or Hospitality related qualification
• 1+ year experience working in the Hospitality sector or and
• 1+ year experience working in a Call Center
• Excellent communication and problem-solving skills
• Willing to learn is essential as extensive on-the-job training is provided
• Ability to use self-learning tools and online documentation
• Availability to work in rotational shifts 24/7/365 including some weekends and Public Holidays
• Ability to work under pressure and multitask

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships.