Multilingual 1st tier (Level 1) Hospitality Customer Support - Spanish, French or German

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.

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).

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 :

Location: Galway

Our Support organisation in Galway is expanding and we are now recruiting a Spanish speaker to support our global Hospitality Support team.

We are looking for people with a background in Helpdesk or IT support troubleshooting skills, problem-solving skills, customer facing/communication skills and with fluent Spanish

The Hospitality Support Team is a global technical team focusing on supporting our global customers on the full suite of Opera Property Management Systems (PMS) and applications. This open position is based in our Galway office (Parkmore Business Park East, Ballybrit) where you will be joining an existing team of Customer Support engineers covering 1st tier (level 1) customer support calls on a shift basis.

The team currently rotates through a number of shifts ranging from 7am to 11pm and are scheduled over the full week, weekends included. In your daily activities, you will collaborate with various internal teams responsible for Central Systems, Interfaces, Level 2 support.

Typically when someone joins the team they need 18-24 months to get fully up to speed and to learn the technical aspects of the application. Oracle support is a large organisation offering equal personal and career development opportunities through training, promotion and internal vacancies. As such, there are significant opportunities to progress your career and skills within the organisation. We typically recruit our Level 2 support engineers from the level 1 teams!

As a member of the Oracle Support organization, your focus is to deliver application support and solutions to the Oracle customer base. 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.

Requirements

• Fluent in English and Spanish, French or German, 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
• Availability to work in shifts, during weekends and holidays
• Ability to work under pressure and multitask
• Strong analytical skills

Responsibilities:
• Answer high volume of hospitality support calls in a timely manner
• Create new cases and update existing cases in our customer database
• Provide solution to customer or pass case to relevant resolution group
• Triage incidents with a view to applying known fixes
• Meet and aim to exceed monthly individual and company targets set by Management
• Manage escalations in accordance with company procedures and Service Levels
• Troubleshoot, diagnose and resolve fault at time of answering where possible
Communicate with customers regularly regarding case progress and updates