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

Customer Service Analyst/Technical Support – Hospitality Industry 

Location: Hybrid 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  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.
• Hospitality industry experience would be fantastic!
• 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 collaboration.
• 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

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the United States only

Hiring Range: from $19.23 to $38.32 per hour; from $40,000 to $79,700 per annum. May be eligible for equity. 

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase P