Oracle Customer Support Analyst Hotels L2 in Dalian, China
Customer Support Analyst Hotels L2
Key Tasks / Responsibilities
- Provide 2nd line support globally for Opera and Opera Cloud related
issues for Oracle Hospitality customers (Hotels & Resorts)
Work very closely with other teams (L1, OCI, SE) to deliver quality customer service
Provide technical guidance on the Application to:
1st line supports
Customer Success Managers
Other internal resources where required
On-call service on a rotational basis to manage any critical incidents outside office hours
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
Prepare incident reports when required
Liaise with Sustaining Engineering, Development, and Product teams
Participate in internal and external meetings as required
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
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 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.
Good knowledge of MICROS applications (Hotels).
Past experience offering solutions and process improvement.
BS degree (or technical equivalent) is required.
Must have 5 or more years of technical or professional experience.
Fluency in English.
Detailed Description and Job Requirements
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.
Job Type: Regular Employee Hire