CUSTOMER SERVICE ANALYST - TECHNICAL SUPPORT
Company: Oracle
Location: Richmond
Posted on: September 29, 2024
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Job Description:
Job DescriptionAs 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 SupportCheck
customer entitlement for support and work with the Support
Operations HOST team where entitlement is unclearProvide first line
application support for a wide range of product or systems related
service requestsLog 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
timelinesAnalyze, 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 groupTake ownership of SRs and monitor through to
resolution - this includes SRs passed to other teams or external
partnersMaintain good relationships with customers, liaising with
customers during the incident process to ensure that they are kept
informed of progressContribute 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 & resolveCarry out other duties as reasonably
requested by your line managerCareer Level - IC1ResponsibilitiesWe
like to see:Experience in the Hotel/Hospitality or Food & Beverage
industryCustomer Focus - the ability to empathize with customers to
deliver phenomenal customer serviceStrong attention to detail and
accuracyGood interpersonal skills and a team player - able to work
as part of multi-disciplinary teamsExcellent verbal and written
communication skillsWe love to see:Experience using Opera PMS
systemsSome professional IT experienceA 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 solutionsNetwork+, CompTIA A+, Cisco, or related
certifications are a big plusSQL knowledge comes in handy on the
jobWhat we offerIn 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
GivingDiverse 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 onlyUS: 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:Medical, dental, and vision
insurance, including expert medical opinionShort term disability
and long term disabilityLife insurance and AD&DSupplemental
life insurance (Employee/Spouse/Child)Health care and dependent
care Flexible Spending AccountsPre-tax commuter and parking
benefits401(k) Savings and Investment Plan with company matchPaid
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 holidaysPaid
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 leaveAdoption
assistanceEmployee Stock Purchase PlanFinancial planning and group
legalVoluntary benefits including auto, homeowner and pet
insuranceThe 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
Keywords: Oracle, Alexandria , CUSTOMER SERVICE ANALYST - TECHNICAL SUPPORT, IT / Software / Systems , Richmond, Virginia
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