US
0 suggestions are available, use up and down arrow to navigate them
What job do you want?

Customer Service Analyst 2-Support job in Phoenix at Oracle

Create Job Alert.

Get similar jobs sent to your email

List of Jobs

Apply to this job.
Think you're the perfect candidate?
Customer Service Analyst 2-Support at Oracle

Customer Service Analyst 2-Support

Oracle Phoenix, AZ Full-Time

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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Responsibilities

Scope

Oracle Hospitality provides applications for Hospitality customers worldwide, such as Hotels, restaurants, Casinos, Cruise, etc.

This role will give you the opportunity to work with the largest Hotel chains in the world, providing a differentiated and first-class support for their applications. This is also an opportunity to learn and upskill further on the full range of Oracle Hospitality offerings whilst using your current skills and experience.

As part of the Oracle Hospitality Support organization, you will have access to internal trainings, varied career development options, Oracle schemes and a flexible range of benefits, Sports & Social, and more.

Our Central Systems & OXI Support engineers are located globally to enable us to provide "follow the sun" support to our customers. We provide support through a variety of channels, including Web tickets, phone and MOS chat (My Oracle Support).

Preferred Qualifications

The position requires a positive and customer friendly attitude. The successful candidate will demonstrate enthusiasm and a keen interest to learn and keep up to date with relevant new product releases and developments. You will have an ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues, and will provide 2nd level support for Oracle Hospitality applications, with a focus in providing solutions and troubleshooting product defects. This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.

Key Tasks / Responsibilities

  • Provide 2nd line support globally for Central Systems and OXI issues (on OPERA and OPERA CLOUD) for Oracle Hospitality customers (Hotels & Resorts) and Partners

This includes (and isn't limited to):

  • ORS

  • OXI

  • OEDS (HTNG, KIOSK, OWS, ADS, GDS, Gaming)

  • Hotel Mobile

  • eCommerce

  • Channel Manager

  • Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service

Act as SME to provide technical guidance on the Application to:

  • 1st line support engineers

  • Customers' Headquarters

  • Customer Success Managers

  • Partners

  • Product Managers

  • Other internal resources where required

  • On-call service on a rotational basis to manage any critical incidents outside office hours

  • Keep up to date with new releases and new functionality

  • Identify and report back root cause and resolution of major incidents to avoid recurring issues

  • Adhere to Global L2 Support standards and ensure 1st line supports follow the published guidelines

  • Participate to enhancing Product Supportability

  • Prepare incident reports when required

  • Liaise with Sustaining Engineering, Development and Product teams

  • Actively participate in building Oracle Knowledgebase

  • Report back to line manager in setting strategic departmental goals based on company objectives.

  • Participate in cross-division training programs to strengthen OPERA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global L2 team

  • Work with global product L2 and SE teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented

  • Committed to the delivery of outstanding service to customers

Special Skills

Good knowledge of XML and SQL

  • Good understanding of networks

  • Proven communication and presentation skills through previous interaction with customers and peers

  • Strong experience in issue resolution, issue prioritization, customer management and technical account management

  • Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams

  • Excellent Diagnostic and Reporting Skills when reproducing and precisely documenting issues and defects

  • Excellent general IT skills and strong knowledge of current technologies

  • Experience with Linux, Microsoft desktop and server operating systems is an advantage

  • Knowledge of the hospitality and IT industry is essential

  • Past experience offering solutions and process improvement

Job Requirements

BS degree (or technical equivalent) is required

Must have 5 or more years of technical or professional experience

  • Good knowledge of OPERA hotel application

  • Fluency in English

Beneficial Skills

Oracle Database Administrator certification

CCNA certification

Familiarity / technical experience with online distribution, GDS, etc.

Global Collaboration experience

Detailed Description and Job Requirements

As a member of the OGTS 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. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and at least five years of Technical related experience in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Range and benefit information provided in this posting are specific to the stated location(s)

New York City Pay Range: from $22.40 to $43.89 per hour; from $46,600 to $91,300 per annum; eligible for equity.

Colorado Pay Range: from $22.40 to $41.59 per hour; from $46,600 to $86,500 per annum; eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracles 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. Flexible paid time off (unlimited or accrued vacation and sick leave)

  9. Paid parental leave

  10. Employee Stock Purchase Plan

  11. Adoption assistance

  12. Financial planning and group legal

  13. Voluntary benefits including auto, homeowner and pet insurance

About Us

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

When everyones voice is heard, were inspired to go beyond whats been done before. Its why were committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

Weve partnered with industry-leaders in almost every sectorand 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.

Were committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at

+1.888.404.2494
, Option 1.

Disclaimer:

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

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

Recommended Skills

  • Account Management
  • Business Process Improvement
  • Cisco Certified Network Associate
  • Communication
  • Curiosity
  • Customer Demand Planning
Apply to this job.
Think you're the perfect candidate?

Help us improve CareerBuilder by providing feedback about this job:

Job ID: e3r80cw

CareerBuilder TIP

For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.