Hospitality Support Operations Analyst

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
• 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

Responsibilities
• 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).