Frontline Support Agent - Portuguese

Employer: Oracle
Domain:
  • Customer Support - Client Service
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 19.06.2021
    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

    Working schedule: Tuesday - Saturday 11-20

    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 Portuguese 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

    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)