Customer Service Analyst/Technical Support – Hospitality Industry (Columbia, MD ONLY)

Customer Service Analyst/Technical Support – Hospitality Industry 

Location: On-site position based in Columbia, MD 

It is a full-time job requiring availability 24 hours a day, including weekends and holidays. Shifts are assigned based on workforce need at the time of hire, most of which fall between 7am and 11pm ET Monday-Sunday.

Note: Visa sponsorship is not available for this position

Overview

We at Oracle are looking for inventive individuals with a passion for innovation in technology. The position available is for Customer Support Analysts who will essentially own Tier 1 Technical Support. Your task will not be limiting to fixing passwords and deploying laptops but would entail a comprehensive understanding and running of SQL queries to resolve issues, investigating network issues, and assisting users to navigate through bugs, outages, and any other issues they may encounter.

Tasks And Responsibilities

• Be the Oracle Support's initial point of telephone contact with customers.
• Verify customer's entitlement for support and collaborate with the Support Operations HOST team when entitlement isn't clear.
• Handle a broad range of product or system related service requests.
• Analyze, fix and resolve customer issues or reassign to an appropriate resource or group as necessary.
• Take ownership of service requests and monitor through to resolution.
• Maintain good relationships with customers and keep them informed of progress during the incident process.
• Provide input and feedback on knowledge management articles.

What We Are Looking For

• Experience using OPERA Property Management System (PMS) or MICROS Point of Sale (POS) is desirable.
• A minimum of some professional IT experience.
• Passion for problem-solving and tinkering (like building your own PCs, setting up your personal network, etc.).
• Preferably with Network+, CompTIA A+, Cisco, or related certifications.
• Knowledge of SQL would be advantageous.

Additional Skills

• Experience in the Hotel/Hospitality or Food & Beverage industry is beneficial.
• Exceptional customer service and the ability to empathize with customers.
• Strong attention to detail and precision.
• Excellent interpersonal skills and teamwork.
• Superior verbal and written communication skills.

Interested applicants are encouraged to apply as soon as possible. We're looking forward to having you on our team! 

Career Level - IC1

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 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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have 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 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