Customer Service Analyst 2-Support

Job DescriptionOracle Hospitality provides applications for Hospitality customers worldwide, such as Hotels, restaurants, Casinos, Cruise, etc.This role will give you the opportunity to work with the largest Hotel chains in the world, providing a differentiated and first-class support for their applications. This is also an opportunity to learn and upskill further on the full range of Oracle Hospitality offerings whilst using your current skills and experience.As part of the Oracle Hospitality Support organization, you will have access to internal trainings, varied career development options, Oracle schemes and a flexible range of benefits, Sports & Social, and more.Our Central Systems & OXI Support engineers are located globally to enable us to provide "follow the sun" support to our customers. We provide support through a variety of channels, including Web tickets, phone and MOS chat (My Oracle Support).Career Level - IC2ResponsibilitiesPreferred QualificationsThe position requires a positive and customer friendly attitude. The successful candidate will demonstrate enthusiasm and a keen interest to learn and keep up to date with relevant new product releases and developments. You will have an ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues, and will provide 2nd level support for Oracle Hospitality applications, with a focus in providing solutions and troubleshooting product defects. This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.Key Tasks / Responsibilities

Provide 2nd line support globally for Central Systems and OXI issues (on OPERA and OPERA CLOUD) for Oracle Hospitality customers (Hotels & Resorts) and Partners

This includes (and isn't limited to):

ORS

OXI

OEDS (HTNG, KIOSK, OWS, ADS, GDS, Gaming)

Hotel Mobile

eCommerce

Channel Manager

Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service

Act as SME to provide technical guidance on the Application to:

1st line support engineers

Customers' Headquarters

Customer Success Managers

Partners

Product Managers

Other internal resources where required

On-call service on a rotational basis to manage any critical incidents outside office hours

Keep up to date with new releases and new functionality

Identify and report back root cause and resolution of major incidents to avoid recurring issues

Adhere to Global L2 Support standards and ensure 1st line supports follow the published guidelines

Participate to enhancing Product Supportability

Prepare incident reports when required

Liaise with Sustaining Engineering, Development and Product teams

Actively participate in building Oracle Knowledgebase

Report back to line manager in setting strategic departmental goals based on company objectives.

Participate in cross-division training programs to strengthen OPERA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global L2 team

Work with global product L2 and SE teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented

Committed to the delivery of outstanding service to customers

Special Skills Good knowledge of XML and SQL

Good understanding of networks

Proven communication and presentation skills through previous interaction with customers and peers

Strong experience in issue resolution, issue prioritization, customer management and technical account management

Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams

Excellent Diagnostic and Reporting Skills when reproducing and precisely documenting issues and defects

Excellent general IT skills and strong knowledge of current technologies

Experience with Linux, Microsoft desktop and server operating systems is an advantage

Knowledge of the hospitality and IT industry is essential

Past experience offering solutions and process improvement

Job Requirements BS degree (or technical equivalent) is required Must have 5 or more years of technical or professional experience

Good knowledge of OPERA hotel application

Fluency in English

Beneficial Skills Oracle Database Administrator certification CCNA certification Familiarity / technical experience with online distribution, GDS, etc. Global Collaboration experienceDetailed Description and Job RequirementsAs a member of the OGTS 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. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and at least five years of Technical related experience in hand, 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.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 stated locations onlyUS: Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 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 US offers a comprehensive benefits package which includes the following:

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

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

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.

11 paid holidays

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.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: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