Job Description

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.

Career Level - IC2

Responsibilities

Requirements:

• Qualification in F&B/Hotel Management or related discipline

• 3-5 Years experience in hospitality or technical support sector

• Database knowledge

• Internet troubleshooting skills

• knowledge of Windows 7/8/10

• Excellent communicator with strong time management and prioritisation skills

• Ability to work under pressure and multi-task

• Strong analytical skills

• Maturity to deal and communicate with Senior Managers and Customers

• Availability to work in shifts and during weekends

• Previous experience of Micros Products would be advantageous

• Advanced level of English and Portuguese is mandatory

Responsibilities

• Answer high volume of support calls for Point of Sales (Simphony, RES products,eBus,HW) in a timely manner

• Create new cases and update existing cases in our customer database

• Provide solution to customer or pass case to relevant resolution group

• Triage incidents with a view to applying known fixes

• Meet and aim to exceed monthly individual and company targets set by Management

• Manage escalations in accordance with company procedures and service Levels

• Troubleshoot, diagnose and resolve fault at time of answering where possible

• Communicate with customers regularly regarding case progress and updates

• Follow up with third party suppliers regarding the progress of any open calls

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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 orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer