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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 small, medium and large Hotel chains, 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.
We provide support through a variety of channels, including Web tickets, phone and MOS chat (My Oracle Support).
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Preferred Qualifications
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The position requires a positive and customer friendly attitude. Successful candidates will demonstrate enthusiasm and a keen interest to learn and keep up to date with all 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. You will provide 2nd level support for all Suite8 applications [ PMS/CCM/CRM/CRS/S8Homepage/Online Interfaces/S8CM/Crystal Reports/XML Interfaces/S8HCN] as well as all related peripheral applications with a focus in providing solutions for repeat cases and product defects. This team works closely with the Suite8 Development team (e.g. report product defects, create change requests, assist in the QA process).
Key Tasks / Responsibilities
- Provide 2nd line support globally for all Suite8 applications as well as all peripheral applications for Oracle Hospitality customers (Hotels & Resorts) and Partners
- Work very closely with other teams (L1, SE/Dev, CAM, Consulting) to deliver quality customer service
• Engage Development team to:
- report any bugs in the software that result in issues for the customer
- report any enhancements that could be made to the software, its features and/or
functionality, in order to align with customers' needs
- report any enhancements to the software’s inbuilt support functionality, in order to reduce
known issues/errors
- Ensure that all support requests (whether internal or external) are followed up in a timely fashion
- 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
- Liaise with the relevant team leader to ensure that support objectives are being met
- Prepare incident reports when required
- Ensure a high level of technical knowledge
- Resolve issues independently
- Actively participate in building Oracle Knowledgebase
- Report back to line manager in setting strategic departmental goals based on company objectives.
- Ensure a high level of customer focus with due care and attention to customers' priority issues, and appropriate levels of customer communications
- Follow action plans and escalation procedures to address problematic cases
- Ensure that a high quality service is delivered to customers and adherence to strict SLA’s in an operational support environment
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Special Skills
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- Working experience with RDBMSs (Oracle preferred) and demonstrated ability to write SQL statements; (PL/SQL skills a plus)
- Application testing on the Windows platform - Client/Server, XML, Browser, and/or back end applications or systems
- Crystal Reports 8.5 or higher
- Excellent general IT skills and strong knowledge of current technologies
- Basic knowledge of HTML, CSS and Web-based architecture
- Good understanding of networks
- Good understanding of different Browser Technology
Good understanding of JSON, WSDL and Windows (IIS; Active Directory; DosBox; Certificates; Print Management)
- 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
- Outstanding numerical understanding
- Team player/Ability to work as part of a small and dynamic team with minimal direction from immediate supervisors
- Focused on the outcome for the team and the company
- Strong aptitude to learn new skills
- Self-organized, and efficient in getting and implementing information via various sources
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Job Requirements
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• BS degree (or technical equivalent) is required
• Must have 3 or more years of technical experience (preferably in the support of Suite8 including exposure to some or all of the existing product areas)
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Beneficial Skills
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• Oracle Database Administrator certification
• Familiarity/technical experience with online distribution, financial accounting
• Experience in training and presentation skills
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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.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).