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Oracle Customer Service Analyst - Technical Support in Topeka, Kansas

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 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 escalated issues.

This job is on-site in Columbia, MD or Orlando, FL. It is a full-time, shift-based role; shifts assigned based on workforce need at time of hire.

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 manage 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, troubleshoot and resolve 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 monitor through to resolution - this includes SRs passed to other teams or external partners

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

  • Contribute 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 troubleshoot & resolve

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

Career Level - IC1

Responsibilities

We like to see:

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

  • Customer Focus - the ability to empathize with customers to deliver phenomenal customer service

  • Strong attention to detail and accuracy

  • Good interpersonal skills and a team player - 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 troubleshooting and solving problems rather than "plug-and-play" solutions

  • Network+, CompTIA A+, Cisco, or related certifications are a big plus

  • SQL knowledge comes in handy on the job

What we offer

In addition to a benefits package that includes life and disability insurance, health and dental options, GRRSP with match and an employee stock purchase plan:

  • Agile, friendly, collaborative environment backed by a strong enterprise.

  • Continuous career development: we actively encourage and celebrate internal promotions.

  • High-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talks.

  • A vast variety of volunteer opportunities through Oracle Giving

  • Diverse ERGs that provide opportunities for networking and exchange of ideas across the company.

About Us – Be Yourself!

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with a diverse set of backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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

Reasonable accommodations available upon request for applicants with disabilities.

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 only

US: 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 US 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

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 Us

As 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

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