Technical Customer Support Analyst (On-site in Orlando, FL or Columbia, MD)

Technical Customer Support Analyst

Location: On-site position based in Orlando, FL or Columbia, MD 

This is a full-time, shift-based role, with shifts assigned based on workforce needs at the time of hire. Your work schedule will likely include weekends and holidays, and shifts may occur at any time within a 24-hour period.

No visa sponsorship is available for this position.

 

Overview

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’re seeking Customer Support Administrators to take ownership of Tier 1 Technical Support for enterprise-level Oracle applications. This role goes beyond basic IT tasks like password resets or laptop setups—you’ll become a subject matter expert in a proprietary application and enhance your technical and problem-solving skills. 

Your responsibilities will include:

      •     Running SQL queries to investigate and resolve user issues

      •     Diagnosing and troubleshooting network problems (“Is it on our side or theirs? Let’s find out.”)

      •     Guiding users through application bugs, system outages, and other technical challenges

 

If you’re curious, analytical, and passionate about delivering high-quality support in a fast-paced environment, we’d love to connect.

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 service requests and supervise through to resolution - this includes service requests 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

We love to see:

• Experience using MICROS/Simphony Point of Sale (POS) or OPERA Property Management System (PMS)
• 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