Customer Support Engineer - Hospitality - Italian/Spanish

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Employer: Oracle
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 26.09.2021
    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.



    · Advanced level of English is mandatory
    · Past experience of technical support or service desk operations
    · Excellent communication skills and impeccable phone etiquette; 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
    · Strong time management and prioritization skills
    · Strong computer skills and interest in IT are a must
    · Knowledge of Windows 7/8/10 and basic understanding of networks
    · 1-2 Years experience in hospitality or technical support sector are desirable
    · Previous experience of Oracle Hospitality (Micros Fidelio) Products or hotel experience would be advantageous
    · SQL knowledge - nice to have

    · Willingness to learn is essential as extensive on-the-job training is provided
    · Willingness to use also self-learning tools and online documentation for self-learning
    · Availability to work in shifts, during weekends and holidays 24 X 7 X 365
    · Customer focus and demonstrated good interpersonal skills
    · PC literate - including a good level of knowledge of hardware and MS Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in particular

    · Ability to work under pressure and multi-task
    · Strong analytical skills
    · Maturity to deal and communicate with Senior Managers and Customers



    • Deliver first-class Service to Oracle Hospitality customers
    · Provide software and systems technical support for Oracle Hospitality products: Opera V5, Opera Cloud & adjacent products
    · Log, triage and troubleshoot global product and system specific requests in accordance to company SLAs
    · Provide guidance and resolution for a wide range of technical and non-technical customer requests including, but not limited to: product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.
    · Log and triage Service Requests in accordance to customer policies and Service levels
    · 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 faults and collaborate with internal teams to drive resolution
    · Communicate with customers regularly regarding case progress and updates
    · Follow up with third party suppliers regarding the progress of any open calls

    • Career coaching to help you manage your career and develop professionally.
    • Performance Achievement that focuses on your strengths, progress and career possibilities.
    • Opportunities to get involved in volunteering/charity work.
    • Competitive benefits, medical insurance.