Oracle Frontline Support Agent French/English in Galway, Ireland

Frontline Support Agent French/English

Preferred Qualifications

Requirements

  • Experience of working in hospitality - preferably reception / restaurant experience

  • Fluent in English and French, 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 Micros products 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

  • PC literate - including a good level of knowledge of hardware and MS Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in particular

  • 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

  • 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 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

The successful candidate will be required to

  • Provide support to our customer base

  • Log and manage support requests received via telephone and email from customers, within the specified time

  • Analyse, 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

  • 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

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

As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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