Oracle Hospitality OPERA Cloud Help Desk Associate - Austin, TX; Columbia, MD or Orlando, FL in Santa Fe, New MexicoJob Description Hospitality OPERA Cloud Help Desk Associate Location: On-site position based in Austin, TX; Columbia, MD or Orlando, FL Must be available 24 hours including weekends and holidays. This is a full-time, shift-based role; shifts assigned based on workforce need at time of hire. Most shifts fall between 7am -11pm ET Monday-Sunday. No visa sponsorship is available for this position Overview Are you a creative person who loves a challenge? Solve the complex puzzles you've been dreaming of as our Help Desk Associate. If you have a passion for innovation in tech, we want you on our team! Thrive in this crucial role!
We are looking for Customer Support Administrators to own Tier 1 Technical Support. You'll be supporting enterprise Oracle applications, and the fixing is not so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems, and helping users navigate bugs, outages, and any other issue they may have.
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 inquiries regarding the use of and solving for our Electronic Support Services. A main 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 advanced issues.
Some of what we do: Be the first line of telephone contact for our customer base - You are the face of Oracle SupportCheck customer entitlement for support and work with the Support Operations HOST team where entitlement is unclearProvide first line application support for a wide range of product or systems related service requestsLog and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelinesAnalyze, fix and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or groupTake ownership of SRs and supervise through to resolutionMaintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progressContribute to Knowledge by actively commenting and providing feedback on KM articlesMay reproduce technical issues that customers report in a test environment in order to fix & resolveCarry out other duties as reasonably requested by your line managerWe love to see: Experience using OPERA Property Management System (PMS) or MICROS Point of Sale (POS)Some professional IT experienceA passion for tinkering: building your own PCs, setting up personal networks at your house, etc.Preference for fix and solving problems rather than "plug-and-play" solutionsNetwork+, CompTIA A+, Cisco, or related certifications are a big plusSQL knowledge comes in handy on the jobWe like to see: Experience in the Hotel/Hospitality or Food & Beverage industryCustomer Focus - the ability to empathize with customers to deliver excellent customer serviceSolid attention to detail and accuracyGood interpersonal skills and a great teammate - able to work as part of multi-disciplinary teamsExcellent verbal and written communication skillsWhat we offer: In addition to a benefits package that includes life and disability insurance, health and dental options, GRRSP with match and an employee stock purchase plan:
Agile, friendly, collaborative environment backed by a strong enterpriseContinuous career development: we actively encourage and celebrate internal promotionsHigh-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talksA vast variety of volunteer opportunities through Oracle GivingDiverse ERGs that provide opportunities for networking and exchange of ideas across the companyAbout Us – Be Yourself! Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with a diverse set of backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Reasonable accommodations available upon request for applicants with disabilities.
#J-18808-Ljbffr