Frontline Support Agent (Spanish) - Evening Shift

Employer: Oracle
  • Customer Support - Client Service
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 18.06.2021
    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.


    Working schedule: Tuesday - Saturday 17:00-02:00


    - 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 is mandatory



    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 complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).