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Technical Customer Application Support - - Columbia, MD #7103305

Company: Oracle

Date: 12/09/2019

Category: Telecommunications Services

City: Columbia, MD

Technical Customer Application Support -


Preferred Qualifications


As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide first level customer support service for Hotel customers, including product configuration issues, triage and confirming contracts.


In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical Hotel customer issues including, but not limited to: Property Management product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability.


Handle open service requests that are dispatched, implement fixes, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system.


Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed.


Also, you will be the point of contact for new customers, introducing and educating them on Oracle MICROS Hotel Systems as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.


Preferred Qualifications:


  • Prior working knowledge of Oracle MICROS Hotel Property Management Systems, or the desire to quickly learn about Oracle-Micros Hotel products is preferred.


  • Use of operating systems, hardware environments, software, and networking to understand how they all interrelate with Oracle MICROS and a Hotel customer environment.


  • An ideal candidate will demonstrate excellent communication skills, be an effective team player, and will demonstrate commitment to ensuring customer success.


  • Associates degree or equivalent combination of education and experience.


  • SQL, database experience


  • Bilingual skills in English plus Portuguese


  • Available for varied hours/shifts in 24-hour /365 days year setting

Detailed Description and Job Requirement


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, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.


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, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.


Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.


Job: Support


Location: US-MD,Maryland-Columbia


Other Locations: US-FL,Florida-Orlando, US-UT,Utah-Lehi


Job Type: Regular Employee Hire


Organization: Oracle


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