Technical Support Agent - German
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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.
- Qualification in Hotel Management or I.T. related discipline
- 1-2 Years experience in hospitality or technical support sector
- 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 German is mandatory
- Answer high volume of support calls for Property Management Systems (Opera, Suite8, BART) or Point of Sales (Simphony, RES, 9700) 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