Customer Service Analyst
Company: Oracle
Location: Charleston
Posted on: April 16, 2024
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Job Description:
Job Description
Location: On-site position based in Orlando, FL
Must be available 24 hours including weekends and holidays. This is
a full-time, shift-based role; shifts assigned based on workforce
need at time of hire. Most shifts fall between 7am -11pm ET
Monday-Sunday.
No visa sponsorship is available for this position
Overview
Are you a creative person who loves a challenge? Solve the complex
puzzles you've been dreaming of as our Customer Service Analyst. If
you have a passion for innovation in tech, we want you on our team!
Thrive in this crucial role!
Oracle is a technology leader that's changing how the world does
business. We're looking for an experienced and self-motivated
person. We appreciate you taking the time to review the list of
qualifications and to apply for the position. Come and join us!
We are looking for Customer Support Administrators to own Tier 1
Technical Support. You'll be supporting enterprise Oracle
applications, and the fixing is not so much resetting passwords and
deploying laptops, but rather learning a proprietary application
front-to-back and doing things like running SQL queries to solve
issues, investigating network problems ("your side? Our side? Let
me dig into this for you..."), and helping 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 solving 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 advanced 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 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, fix 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 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
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 fix & resolve
Carry out other duties as reasonably requested by your line
manager
Responsibilities
We love to see:
Experience using OPERA Property Management System (PMS) or MICROS
Point of Sale (POS)
Some professional IT experience
A passion for tinkering: building your own PCs, setting up personal
networks at your house, etc.
Preference for fix 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
We like to see:
Experience in the Hotel/Hospitality or Food & Beverage industry
Customer Focus - the ability to empathize with customers to deliver
excellent customer service
Solid attention to detail and accuracy
Good interpersonal skills and a great teammate - able to work as
part of multi-disciplinary teams
Excellent verbal and written communication skills
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 compan
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:
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
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
Keywords: Oracle, Charleston , Customer Service Analyst, Hospitality & Tourism , Charleston, West Virginia
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