Oracle Customer Service TECH Support in Galway, Ireland

Customer Service TECH Support

Preferred Qualifications

Preferred Qualifications

Role Overview:

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide first level customer support service for restaurant customers, including product configuration issues, triage and confirming contracts.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical restaurant customer issues including, but not limited to: point of sale product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability.

Role Requirements:

The ability to work in a 365x24x7 team environment.

Proficient in Computer/Technical Support

Associates degree or equivalent combination of education and experience.

The ability to dispatch customer service related requests.

The ability to implement fixes, and document the case for escalation, analyze the hardware or software problem and write case notes in the tracking system.

This role may be positioned in a call center environment if needed.

The ability to be the point of contact for new customers, introducing and educating them on Oracle MICROS Restaurant Systems as a whole. Please note that you will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Nice to Have’s:

Prior working knowledge of and or experience with Oracle Micros systems or a Point of Sale Restaurant system is preferred.

Knowledge and use of operating systems, hardware environments, software, networking, Oracle Micros products and how they all interrelate in a restaurant customer environment is a plus.

Detailed Description and Job Requirements

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Prior working knowledge of or the desire to quickly learn about Oracle products. 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. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Associates degree. At least 1 year of related experience.

Job: Support

Location: IE-IE,Ireland-Galway

Job Type: Regular Employee Hire

Organization: Oracle