Technical Support Analyst - Cloud Payments to work out of our Orlando, Florida office:  We are seeking a highly skilled and motivated Technical Support analyst to join our Payment Operations team who provides operational support for the Oracle Payment Cloud Services offering. The successful candidate will play a key role in managing various aspects of our payment platform, ensuring seamless transactions, providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues.

Duties & Responsibilities
•             Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Payment Cloud Services, Oracle Hospitality Suite across North America, EMEA and Asia-Pacific.
•             Providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues. Your primary responsibility will be to ensure the smooth operation of payment processes, fix any payment discrepancies, and offer technical assistance to users.
•             Address and resolve customer inquiries and issues regarding payments promptly and professionally via email, phone, or ticketing systems.
•             Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
•             Providing remote support delivery and performing problem cause analysis
•             Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
•             Responsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool.
•             Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
•             Anticipating customer needs and effectively addressing concerns related to their issue or resolution
•             Providing direct technical assistance to customers via phone, email, and Remote tools
•             Liaise with authorities in the regional office on client requests for enhancements and development
•             Work with the customers to ensure that contractual service expectations are exceeded
•             Perform other duties as requested or as deemed appropriate

Knowledge, Skills & Abilities Essential
•             Preferably 2 -5 years of experience in electronic payment processing customer support role with Knowledge of payment processing systems and technologies.
•             Relevant work experience of at least 2 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience
•             Knowledge of Payments Acceptance & Payments processing systems and technologies (preferred)
•             Previous experience working with an automated support management and tracking tool in a support center environment

Other Requirements
•             Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications
•             Strong desire to provide high-quality customer service
•             Excellent written and verbal communication skills
•             Excellent problem solving skills
•             Ability to effectively manage multiple tasks
•             Strong organizational skills
•             Team player who demonstrates positive, constructive interpersonal skills
•             Willing to work overtime and holidays as requested
•             Willing to work with a wide variety of cultures
•             Willing to be contactable on an on-call basis after-hours by mobile phone
•             Adhere to company standards, policy and procedure

Abilities
Ability and credibility to work effectively with both our internal and external customers at all levels  of the organization
·         Proven ability to work unsupervised or as a team member of both the local office team and wider company  teams
·         Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the  square'
·         A self-starter with initiative, drive and strong desire to succeed
·         Ability to work in a logical methodical manner
·         Ability to work under stress and meet deadlines
·         Flexibility with people and time

** Note: This job requires weekend support and shift work
We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change)
Work hours can change depending on Business requirements

Career Level - IC1