Technical Customer Support Analyst

Location: On-site position based in Orlando, FL or Columbia, MD 

Must be available 24/7 hours including weekends and holidays. This is a full-time, shift-based role; shifts assigned based on workforce need at time of hire. Most shifts fall between 7am -11pm ET Monday-Sunday.

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 issue 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 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 inquiries regarding the use of and solving 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 advanced issues.

Some of what we do:

Be the first line of telephone contact for our customer base - You are the face of Oracle SupportCheck customer entitlement for support and work with the Support Operations HOST team where entitlement is unclearProvide first line application support for a wide range of product or systems related service requestsLog 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 timelinesAnalyze, fix 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 groupTake ownership of service requests and supervise through to resolution - this includes service requests passed to other teams or external partnersMaintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progressContribute 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 fix & resolveCarry out other duties as reasonably requested by your line manager

We love to see:

Experience using OPERA Property Management System (PMS) or MICROS Point of Sale (POS)Some professional IT experienceA 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" solutionsNetwork+, CompTIA A+, Cisco, or related certifications are a big plusSQL knowledge comes in handy on the job

We like to see:

Experience in the Hotel/Hospitality or Food & Beverage industryCustomer Focus - the ability to empathize with customers to deliver excellent customer serviceSolid attention to detail and accuracyGood interpersonal skills and a great teammate - able to work as part of multi-disciplinary teamsExcellent 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, friendly, collaborative environment backed by a strong enterpriseContinuous career development: we actively encourage and celebrate internal promotionsHigh-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talksA vast variety of volunteer opportunities through Oracle Giving