Customer Service Analyst - Technical Support (on-site Orlando, FL OR Columbia, MD)

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 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 escalated issues.

This job is on-site in Columbia, MD or Orlando, FL. It is a full-time, shift-based role; shifts assigned based on workforce need at time of hire.

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, troubleshoot 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 monitor through to resolution - this includes SRs passed to other teams or external partners
• Maintain good relationships with customers, liaising 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 troubleshoot & resolve
• Carry out other duties as reasonably requested by your line manager

Career Level - IC1

We like to see:

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

We love to see:

• Experience using Opera PMS systems
• Some professional IT experience
• A passion for tinkering: building your own PCs, setting up personal networks at your house, etc.
• Preference for troubleshooting 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

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.

About Us – Be Yourself!

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with a diverse set of backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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 orientatio