Hospitality Frontline Support Engineer- Spanish

Employer: Oracle
Domain:
  • Customer Support - Client Service
  • IT Software
  • Tourism
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.08.2019
    Short company description

    Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
    Our mission is to transform our world for the better through innovative technologies.

    Requirements

    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 Spanish or Italian is mandatory

    Responsibilities

    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 24/7 shifts