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

Job Description

Career Level - IC1

Responsibilities

Job locations: Galway, Dublin or Dusseldorf.

3 days office working required.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle Hospitality Technology Solutions 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, as your primary focus will be to deliver customer service to our Hospitality Industry customer base, related work experience in the Hospitality Industry and educational background in related studies will be considered a plus. The ideal match for this position will be a mix of a tech-savvy profile, with a can-do attitude and results-oriented mindset.

What You'll Do

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. The ideal candidate would have a 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's 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.

Primary objectives:

• Respond to customer queries (technical and non-technical regarding our Hospitality Technology Solution) in a timely and accurate way, via phone, email or chat

• Identify customer needs and helps customers use specific features of our Hospitality Industry product offering (Opera Cloud product family)

• Update Oracle internal databases and systems with information about technical issues and feedback collected from customers

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

What You'll Bring

• Native/fluent in German and English written and oral communication is a must
• IT-related Degree or similar qualification
• 1+ year experience working in the Hospitality sector or and
• 1+ year experience working in a contact center
• Excellent communication and problem-solving skills
• Willing to learn is essential as extensive on-the-job training is provided
• Ability to use self-learning tools and online documentation
• Availability to work in rotational shifts including some weekends and Public Holidays
• Ability to work under pressure and multitask

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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

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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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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