Oracle Hiring for Oracle Hospitality Hotels – Customer Support Analyst (Columbia, MD ONLY) at Madison, Wisconsin Full Time

Job Description

Customer Service Analyst – Technical Support

Location: This job is on-site in Columbia, MD upon offices reopening, and candidates must be available 24 hours including weekends and holidays. It is a full-time, shift-based role; shifts assigned based on workforce need at time of hire.

No visa sponsorship is available for this position.

Are you an experienced hotel/hospitality employee? Do you enjoy technology and problem-solving? If this describes you – we’re looking for Customer Support Administrators to own Tier 1 Technical Support! You’ll be learning and supporting a proprietary, enterprise Oracle application and doing things like running SQL queries to solve issues, investigate network problems and help users navigate bugs, outages, and any other issue they may have.

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 inquiries regarding the use of and troubleshooting for our Electronic Support Services. A main 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 intensified issues.

Some of what we do:

• Be the first line of telephone contact for our customer base – You are the face of Oracle Support

• Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear

• Provide first line application support for a wide range of product or systems related service requests

• Log and handle support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines

• Analyze and solve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group

• Take ownership of SRs and supervise through to resolution – this includes SRs passed to other teams or external partners

• Maintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progress

• Chip in to Knowledge by actively commenting and providing feedback on KM articles.

• May reproduce technical issues that customers report in a test environment in order to fix & resolve

• Carry out other duties as reasonably requested by your line manager

We like to see:

• Experience in the Hotel/Hospitality or Food & Beverage industry

• Customer Focus – the ability to empathize with customers to deliver extraordinary customer service

• Proven attention to detail and accuracy

• Good social skills and a great teammate – able to work as part of multi-disciplinary teams

• Excellent verbal and written communication skills

We love to see:

• Experience using Opera PMS systems

• Some professional IT experience

• A passion for tinkering: building your own PCs, setting up personal networks at your house, etc.

• Preference for fixing and solving problems rather than “plug-and-play” solutions

• Network+, CompTIA A+, Cisco, or related certifications are advantageous

• SQL knowledge comes in handy on the job

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the United States only

Hiring Range: from $19.23 to $38.32 per hour; from $40,000 to $79,700 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer