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Level 1 Customer Service Support - Hospitality - German speaker IC1 / IC2 (m / w / •)

OracleHAMBURG, Germany

Vor 30+ Tagen

Stellenbeschreibung

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 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 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. As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Career Level -

We are delivering first class support to our hospitality customers all over the world, providing technical assistance and solutions in Hotel and Food & Beverage. Our primary task is to provide level one support to customers who contact the Oracle Hospitality Support and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Requirements :

Previous experience of working in hospitality
Fluent in German & English, written and oral
A willingness to learn is essential as extensive on-the-job training is provided
A willingness to use also self learning tools and online documentation for self learning
Strong Computer skills and / or a strong interest in IT are essential
Availability to work in shifts, during weekends and holidays 24 X 7 X 365
Previous experience of Opera and Suite8 would be advantageous
Ability to work under pressure and multitask
Strong analytical skills

Skills - Essential

Ability to turn work around quickly whilst still maintaining high level of accuracy

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

Good listener and remains calm when dealing with incidents

Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand

Enthusiastic - genuinely wanting to deliver a first class service

Strong attention to detail and accuracy in all work.

Articulate and methodical in approach

Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams

Ability to develop specific customer knowledge over time

Experience – Desirable

Experience of working within a similar support role

Experience of using a call logging application

Hotel Reception Experience is an advantage

An understanding of the Hotel business

A basic understanding of Networks

Quick learner able to become productive quickly

Characteristics & Competencies in line with the Company Essential Values

Go beyond the boundaries of your job description in order to get a good result

Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working

Use superior skills and knowledge to produce excellent work that we are all proud of

Be open, honest, and professional with colleagues, clients and 3rd parties

Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service

Responsibilities - t he successful candidate will be required to :

Provide PMS Support and related products to our customer base

Log and manage support requests received from external customers, within the specified time

Analyze, troubleshoot and resolve customer issues - working towards

resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible

Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners - this includes Testing

Take ownership of calls and monitor through to resolution – this includes calls passed to other teams or external support partners

Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues

Carry out any other duties as reasonably requested by your line manager

At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

We expressly encourage disabled candidates to apply for this position. Please therefore feel free to voluntarily inform us in your application about any severe disability (degree of disability of at least 50%) or any equal status (degree of disability of at least 30% together with official decision on equality) in accordance with the German SGB IX