Hospitality OPERA Cloud Help Desk Associate - Austin, TX; Columbia, MD or Orlando, FL

Description

Hospitality OPERA Cloud Help Desk Associate

Location: On-site position based in Austin, TX; Orlando, FL or Columbia, MD

It is a full-time job requiring availability 24 hours a day, including weekends and holidays. Shifts are assigned based on workforce need at the time of hire, most of which fall between 7am and 11pm ET Monday-Sunday.

Note: Visa sponsorship is not available for this position

Overview

We at Oracle are looking for inventive individuals with a passion for innovation in technology. The position available is for Help Desk Associates who will essentially own Tier 1 Technical Support. Your task will not be limiting to fixing passwords and deploying laptops but would entail a comprehensive understanding and running of SQL queries to resolve issues, investigating network issues, and assisting users to navigate through bugs, outages, and any other issues they may encounter.

Tasks And Responsibilities

• Be the Oracle Support's initial point of telephone contact with customers.


• Verify customer's entitlement for support and collaborate with the Support Operations HOST team when entitlement isn't clear.


• Handle a broad range of product or system related service requests.


• Analyze, fix and resolve customer issues or reassign to an appropriate resource or group as necessary.


• Take ownership of service requests and monitor through to resolution.


• Maintain good relationships with customers and keep them informed of progress during the incident process.


• Provide input and feedback on knowledge management articles.

What We Are Looking For

• Experience using OPERA Property Management System (PMS) or MICROS Point of Sale (POS) is desirable.


• A minimum of some professional IT experience.


• Passion for problem-solving and tinkering (like building your own PCs, setting up your personal network, etc.).


• Preferably with Network+, CompTIA A+, Cisco, or related certifications.


• Knowledge of SQL would be advantageous.

Additional Skills

• Experience in the Hotel/Hospitality or Food & Beverage industry is beneficial.


• Exceptional customer service and the ability to empathize with customers.


• Strong attention to detail and precision.


• Excellent interpersonal skills and teamwork.


• Superior verbal and written communication skills.

Interested applicants are encouraged to apply as soon as possible. We're looking forward to having you on our team! 

Life at Oracle: An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.https://www.oracle.com/corporate/careers/diversity-inclusion/

 

Career Level - IC1

Responsibilities

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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

 

 

Qualifications
Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $19.23 to $38.32 per hour; from $40,000 to $79,700 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.