IT Customer Support Hospitality German AND Italian, French OR Portuguese
Unbefristeter vertrag Neuss (Düsseldorf) Hotels - Restaurants
Job description
As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down” which relies on analytical and technical skills.
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. Key technical contact for clients and staff which includes training and coaching. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is of moderate difficulty and needing some judgment. 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 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 products. 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. 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. Bachelors degree. 2 - 3 years of related experience.
Desired profile
Qualifications :
We are delivering first class support to our hospitality customers all over the world, providing technical assistance and solutions in Hotel and Food & Beverage.
Our primary task is to provide level one support to customers who contact the Oracle Hospitality Support and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Requirements
• Experience of working in hospitality - preferably reception / restaurant
experience
• Fluent in Swedish, written and oral
• Fluent in English, written and oral
• A willingness to learn is essential as extensive on-the-job training is
provided
• A willingness to use also self learning tools and online documentation for
self learning
• Strong Computer skills and/or a strong interest in IT are essential
• Availability to work in shifts, during weekends and holidays 24 X 7 X 365
• Previous experience of Micros Fidelio Products would be advantageous
• Ability to work under pressure and multitask
• Strong analytical skills
Skills - Essential
• Ability to turn work around quickly whilst still maintaining high level of
accuracy
• Customer focused – has the ability to empathize with customers and is
able to deliver great customer service to required standards in a
professional and polite manner
• Good listener and remains calm when dealing with incidents
• Strong verbal communication skills, able to tailor communication so
that it is clear and easy to understand
• Enthusiastic - genuinely wanting to deliver a first class service
• Strong attention to detail and accuracy in all work.
• Articulate and methodical in approach
• Good interpersonal skills and a team player, able to work as part of
multi-disciplinary teams
• PC literate - including a good level of knowledge of hardware and MS
Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in
particular
• Ability to develop specific customer knowledge over time
Experience – Desirable
• Experience of working within a similar support role
• Experience of using a call logging application
• Hotel Reception Experience is an advantage
• An understanding of the Hotel business
• A basic understanding of Networks
• Quick learner able to become productive quickly
• Basic SQL knowledge
Characteristics & Competencies in line with the Company Essential Values
• Go beyond the boundaries of your job description in
order to get a good result
• Question and challenge the adequacy and quality of traditional
thinking and the status quo; be receptive to new ideas and
methods of working
• Use superior skills and knowledge to produce excellent work that
we are all proud of
• Be open, honest, and professional with colleagues, clients and
3rd parties
• Identify and act on opportunities for collaboration with other
teams to achieve company goals and enhance client service
Responsibilities
The successful candidate will be required to
• Provide PMS Support and related products to our customer base
• Log and manage support requests received via telephone and email
from external customers, within the specified time
• Analyse, troubleshoot and resolve customer issues - working towards
resolution at first level within a timely manner or reassign to the
appropriate resource if this is not possible
• Update the call logging system (ensuring that full and concise details of
the nature of the incident are recorded) and provide information for 2nd
Level Support Teams and 3rd Party Service Partners. This includes
testing
• Take ownership of calls and monitor through to resolution – this includes
calls passed to other teams or external support partners
• Maintain good relationships with customers, liaising with customers
during the incident process to ensure that they are kept informed of
progress and relieve any stress or concern caused by support issues
· Carry out any other duties as reasonably requested by your line manager