Customer Service Analyst

2 weeks ago

Galway, Ireland Oracle Full time

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 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 moderate direction from Senior Client Relations Analysts and 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 involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have 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, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, 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.

Career Level - IC1

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle Hospitality Technology Solutions 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, as your primary focus will be to deliver customer service to our Hospitality Industry customer base, related work experience in the Hospitality Industry and educational background in related studies will be considered a plus. The ideal match for this position will be a mix of a tech-savvy profile, with a can-do attitude and results-oriented mindset.

What You’ll Do

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. The ideal candidate would have a 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, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors's degree and prior related experience, 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.

Primary objectives:

· Respond to customer queries (technical and non-technical regarding our Hospitality Technology Solution) in a timely and accurate way, via phone, email or chat

· Identify customer needs and helps customers use specific features of our Hospitality Industry product offering (Opera Cloud product family)

· Update Oracle internal databases and systems with information about technical issues and feedback collected from customers

· Inform customers about new features and functionalities

· Follow up with customers to ensure their technical issues are resolved

What You’ll Bring

Native/fluent in French and English written and oral communication is a must IT-related Degree or similar qualification 1+ year experience working in the Hospitality sector or and 1+ year experience working in a contact center Excellent communication and problem-solving skills Willing to learn is essential as extensive on-the-job training is provided Ability to use self-learning tools and online documentation Availability to work in rotational shifts including some weekends and Public Holidays Ability to work under pressure and multitask

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