Hospitality Support Operations Analyst

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Employer: Oracle
  • Customer Support - Client Service
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 06.05.2020
    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.


    • Experience of working in hospitality - preferably reception / BOH experience
    • Fluent in English, written and oral, an additional language is preferred but not required
    • A willingness to learn is essential as extensive on-the-job training is provided
    • A willingness to use also self-learning tools and online documentation for self-learning
    • Strong Computer skills and/or a strong interest in IT are essential
    • Availability to work in shifts, during weekends and holidays 24 X 7 X 365
    • Previous experience of Oracle Hospitality Products would be advantageous
    • Ability to work under pressure and multitask

    Skills - Essential
    • Ability to turn work around quickly whilst still maintaining high level of accuracy
    • 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
    • Good listener and remains calm when dealing with incidents
    • Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
    • Enthusiastic - genuinely wanting to deliver a first class service
    • Strong attention to detail and accuracy in all work.
    • Articulate and methodical in approach
    • Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
    • PC literate - including a excellent level of knowledge of hardware and MS Windows / Microsoft Office, MS Excel is essential

    Experience – Desirable
    • Experience of working within a similar administrative / support role
    • Experience of using a call logging application (Customer CRM)
    • Oracle BI Analytics/ Reporting knowledge is an advantage
    • Advanced Excel Skills ie, VBA, macros are an advantage
    • Quick learner able to become productive quickly
    • Data entry and correction, attention to detail

    Characteristics & Competencies in line with the Company Essential Values
    • Go beyond the boundaries of your job description in order to get a good result
    • Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
    • Use superior skills and knowledge to produce excellent work that we are all proud of
    • Be open, honest, and professional with colleagues, clients and third parties
    • Identify and act on opportunities for collaboration with other teams to achieve company and personal goals and enhance client service


    • Create and monitor new cases and update existing cases in our customer CRM tool
    • Handle incoming calls from internal support as well as external customers
    • Triage incidents relating to customer data, entitlement and contracts
    • Provide solution to customer or collaborate on the issue with relevant resolution group
    • Meet and aim to exceed monthly individual and company targets set by Customer Support Management
    • Manage escalations in accordance with company procedures and Service Levels
    • Troubleshoot, diagnose and resolve fault at time of answering a customer call where possible
    • Communicate with customers regularly regarding case progress and updates
    • Administrative work such as data correction, data entry and lookup/replacement
    • Additional projects are assigned outside of the day to day business which require good project management skills

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