Bilingual Customer Tech Support Analyst 1 - Spanish / English

We're looking for Customer Support Administrators to own Tier 1 Technical Support. Supporting enterprise Oracle applications, and learning a proprietary application front-to-back while utilizing SQL queries to solve issues, investigating network problems, and helping users navigate bugs, outages, and any other issues they may have.    As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while advocating for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions. As the main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance in collaboration with other Oracle employees on diverse customer situations and escalated issues.  

Location: On-site position based in Orlando, FL - in office 

This is a full-time, shift-based role; shifts are assigned based on workforce needs at the time of hire. Most shifts fall between 6am -11pm ET Monday-Sunday. Your work schedules will likely include weekends and holidays. 

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 are looking for Customer Support Administrators to own Tier 1 Technical Support. You'll be supporting enterprise Oracle applications, and the fixing is not so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems ("your side? Our side? Let me dig into this for you..."), and helping users navigate bugs, outages, and any other issues they may have.

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 a first level within a timely manner or working with your manager or team lead to reassign to the appropriate resource or group
• Take ownership of service requests (SRs)and supervise through to resolution - this includes SRs 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 to fix & resolve
• Carry out other duties as reasonably requested by your line manager

 

 

Career Level - IC1

We love to see:

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