Customer Service Analyst - POS Support

Job description

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.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired profile

Qualifications :

To strengthen our Consulting Department at Oracle Hospitality Cruise we are looking to fill a position as POS (Point of Sales) Application Specialist based in our Hamburg office in Germany.

As a worldwide leader in the global cruise industry, we offer various software solutions that run on-board cruise and river vessels of all sizes as well as their respective headquarters all around the world.

As a member of the Oracle Hospitality Cruise Consulting Organization, your two main focus areas will be the implementation of Oracle products on board Cruise and River ships including their shore side locations and providing post-implementation support to the Oracle customer base while serving as an advocate for customer needs. Post-implementation support is a 24/7 operation, with rotating weekends.

Our POS solutions cover all areas of on-board Point of Sale operations in various departments. In the role of POS Application Specialist, you are implementing and supporting our POS Systems (Simphony, MICROS 3700, MICROS 9700, RPOS, Meal Count System, etc.) on-board cruise vessels operating worldwide.

Responsibilities




• Performs various and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs on board Cruise and River ships or shore side locations

• May lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget

• Effectively consults with management of customer organizations

• Participates in business development activities

• Will be the technical interface to customers for resolution of problems related to the installation, recommended maintenance and use of Oracle products

• Has an understanding of all Oracle products in the competency area and in-depth knowledge of several products and/or platforms

• Routinely act independently while researching and developing solutions to customer issues

• 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 Oracle Hospitality Cruise products

• As 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 various customer situations and escalated issues

• Accomplishes project requirements within the given deadlines; communicating project status to the client, project manager and the respective team members in a timely manner

• Ensure the solution meets specifications and functions per customer specific operational work flow for multiple concepts, users, and service models. Resolve any gaps in functionality. Train the customer staff on the use of the new solution, and take the site live on the system after everything has been configured and everyone has been trained. Ensure a smooth transition to the new system. Answer operational and application questions and consult the customer in a manner to transfer ownership of the system to the customer

• After "go-live", provide technical support to the customer

• Ability to communicate effectively and build rapport with team members and clients

• 50% of international travel is required

Requirements




• Bachelor's degree in Information Technology, Computer Science or a related field (or equivalent experience)

• End-user or administrator experience with Oracle POS Suite of Applications (Simphony, Micros 3700, Micros 9700) or other POS systems in the hospitality industry (Hotel, bar, restaurant etc.) is advantageous

• 2+ years Hospitality Management experience (preferably Cruise Ship Operations) and a good understanding of on-board operations of cruise ships, especially in the area of F&B is a plus

• Otherwise, several years of consulting and/or customer support experience for software applications with a good IT Background and the ability to understand complex IT systems and networking

• Database analysis and troubleshooting as well as experience with creating SQL scripts and queries is an advantage

• Fluent English, spoken and written, is a must

• Strong written and verbal communication skills with experience communicating at all levels of client organizations

• Candidate should be a self-driven, positive, energetic, and results-oriented individual who enjoys working in a multi-national and global team