Customer Service Analyst 3-Support

Job description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Desired profile

Qualifications :

We are looking for a candidate for an implementation consulting and support position to be based in our South Florida office. As a member of the Oracle Hospitality Cruise Consulting Organization, your two focus areas will be the implementation of Oracle products on board Cruise and River ships or shore side locations and providing post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. Post-sales support is a 24/7 operation, with rotating weekends.

This position supports Oracle Hospitality Cruise's Products.

Responsibilities

• Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs on board Cruise and River ships or shore side locations.

• May lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget.

• May act as the team lead on projects, providing coaching, guidance and feedback to develop skills of team members.

• Effectively consults with management of customer organizations.

• Participates in business development activities.

• Will be the technical interface to customers for resolution of problems related to the installation, recommended maintenance and use of Oracle products.

• Has an understanding of all Oracle products in the competency area and in-depth knowledge of several products and/or platforms.

• In this position, you will routinely act independently while researching and developing solutions to customer issues.

• This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Oracle Hospitality Cruise products.

• As primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

• Ensure the solution meets specifications and functions per customer specific operational work flow for multiple concepts, users, and service models. Resolve any gaps in functionality. Train the staff on the use of the new solution, and take the site live on the system after everything has been configured and everyone has been trained. Ensure a smooth transition to the new system. Answer operational and application questions and consult the customer in a manner to transfer ownership of the system to the customer.

• After "go-live", provide technical support to the customer.

• Ability to communicate effectively and build rapport with team members and clients.

• Ability to travel as needed.

Experience and Skills

· Bachelor's degree in Information Technology, Computer Science or a related field, or equivalent experience

· 2+ years Hospitality Management, Cruise Ship Operations a plus.

· 5-7 years customer support experience for software applications,

· Micros POS Suite of Applications(3700, 9700, Simphony a plus)

· Shipboard or Property Management System (Fidelio/Opera)

· 2+ years with multi-tiered application support experience

· Be able to understand and troubleshoot Networking

· Creating SQL scripts and queries

· Database analysis and troubleshooting.

· Strong written and verbal communication skills with experience communicating at all levels of client organizations.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.