Customer Support Engineer L1 - English/Italian
6 zile în urmă

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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs.

You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services.

As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management.

You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures.

Ideal candidate would have 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 and prior related experience, 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.



Schedule : to be provided by manager


  • Deliver first-class Service to Oracle Hospitality customers
  • Provide software and systems technical support for Oracle Hospitality products : OPERA V5, OPERA Cloud & adjacent products
  • Log, triage and troubleshoot global product and system specific requests in accordance to company SLAs

  • Provide guidance and resolution for a wide range of technical and non-technical customer requests including, but not limited to : product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.
  • Log and triage Service Requests in accordance to customer policies and Service levels
  • 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 faults and collaborate with internal teams to drive resolution
  • Communicate with customers regularly regarding case progress and updates
  • Follow up with third party suppliers regarding the progress of any open calls
  • Requirements :

  • Mandatory advanced level of English / Italian
  • Past experience of technical support or service desk operations
  • Excellent communication skills and impeccable phone etiquette; Customer focused has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
  • Strong time management and prioritization skills
  • Strong computer skills and interest in IT are a must
  • Knowledge of Windows 7 / 8 / 10 and basic understanding of networks
  • 1-2 Years experience in hospitality or technical support sector are desirable
  • Previous experience of Oracle Hospitality (Micros Fidelio) Products or hotel experience would be advantageous
  • SQL knowledge - nice to have
  • Willingness to learn is essential as extensive on-the-job training is provided
  • Willingness to use also self-learning tools and online documentation for self-learning
  • Availability to work in shifts, during weekends and holidays 24 X 7 X 365
  • Customer focus and demonstrated good interpersonal skills
  • PC literate - including a good level of knowledge of hardware and MS Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in particular
  • Ability to work under pressure and multi-task
  • Strong analytical skills
  • Maturity to deal and communicate with Senior Managers and Customers

  • Career coaching to help you manage your career and develop professionally.
  • Performance Achievement that focuses on your strengths, progress and career possibilities.
  • Opportunities to get involved in volunteering / charity work.
  • Competitive benefits, medical insurance.
  • About Us

    Diversity and Inclusion : An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.

    Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

    In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

    Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability.

    The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.

    We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

    At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.

    We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles.

    to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work.

    It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. 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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