Customer Service Analyst/Technical Support – Hospitality Industry 

Location: On-site position based in 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 Customer Support Analysts 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