Frontline Customer Support Agent - English and Spanish/German
Oracle
Bucharest, Romania
3 zile în urmă

Preferred Qualifications

Frontline Customer Support Agent – English plus German or Spanish

Requirements:

- Qualification in Hotel Management or related discipline

- 1-2 Years experience in hospitality or technical support sector

- Database knowledge

- Internet troubleshooting skills

- knowledge of Windows 7/8/10

- Excellent communicator with strong time management and prioritisation skills

- Ability to work under pressure and multi-task

- Strong analytical skills

- Maturity to deal and communicate with Senior Managers and Customers

- Availability to work in shifts and during weekends

- Previous experience of Micros Fidelio Products would be advantageous

- Advanced level of English and German or Spanish is mandatory

Responsibilities:

- Answer high volume of support calls for Property Management Systems (Opera, Suite8, BART) or Point of Sales (Simphony, RES products) in a timely manner

- Create new cases and update existing cases in our customer database

- Provide solution to customer or pass case to relevant resolution group

- Triage incidents with a view to applying known fixes

- Meet and aim to exceed monthly individual and company targets set by Management

- Manage escalations in accordance with company procedures and service Levels

- Troubleshoot, diagnose and resolve fault at time of answering where possible

- Communicate with customers regularly regarding case progress and updates

- Follow up with third party suppliers regarding the progress of any open calls

*the job involves various shifts (starting 9:00, 15:00 or 18:00) and 1 day/weekend/month

Detailed Description and Job Requirements

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 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.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

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