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 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 matters.

Work 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.




If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 179850 in the subject line of the email.

Provide 1st line support for OPERA PMS and related products to our global Oracle Hospitality customers (Hotels & Resorts)

Related Products includes (not limited to):

- OXI

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

- Hotel Mobile

- IFC8

- OBI

Key Tasks / Responsibilities:

• Provide 1st line support for OPERA related issues to our global Oracle Hospitality customers (Hotels & Resorts)

• Work very closely with other teams (L2, Cloud AMS, CCSM) to deliver quality customer service

• Provide technical guidance on the Application to:

- 1st line supports

- Other internal resources where required

• Identify and report back root cause and resolution of major incidents

• Adhere to Global L1 Support standards, and follow the published guidelines in the triage of, transfer or collaboration of tickets to other internal teams.

• Participate in internal and external meetings as required

• Participate in building Oracle knowledge base

• Report back to line manager in achievement of departmental goals based on company objectives.

• Work with internal teams on customer escalations to get issues analysed and resolved promptly

• Committed to the delivery of outstanding service to customers

Special Skills:

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

• Previous experience in a high volume support centre setting or equivalent.

• Previous experience in issue resolution, issue prioritization, customer management.

• Previous 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 an advantage.

• Past experience offering solutions and process improvement.

Job Requirements

• BS degree (or technical equivalent) is required.

• Have previous technical or professional experience.

• Applicants are required to read, write, and speak the following languages - English, Spanish

• Previous knowledge and working experience on Oracle Hospitality applications (PMS, CLOUD) an advantage.

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