Frontline Support Agent (Spanish) - Evening Shift

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

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 is mandatory

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 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).