Oracle

Builds databases, business apps and cloud services

Customer Service Analyst - Foreign languages, Evening shift

Customer SupportConfirmed live in the last 24 hours

Full-timeBucharest, RomaniaNo salary listedIn-person

About the Job

Requirements

Three to five years of experience in the hospitality industry or technical support.
Knowledge of databases.
Internet troubleshooting skills.
Knowledge of operating systems.
Strong time management and prioritisation skills.
Ability to work under pressure and multitask.
Strong analytical skills.
Availability to work shifts and weekends.
Strong customer service skills.

Responsibilities

Address high-volume support issues in a timely manner.
Create new cases and update existing cases in the customer database.
Provide solutions to customers or engage teams for collaboration.
Triage incidents with a view to applying known fixes.
Meet and aim to exceed monthly individual and company targets set by management.
Manage escalations in accordance with company procedures and service levels.
Troubleshoot, diagnose, and resolve faults at the time of reporting where possible.
Communicate regularly with customers regarding case progress and updates.
Follow up with third-party suppliers regarding the progress of open issues through multiple communication channels.

Desired Qualifications

Previous experience with Micros products.
Multilingual proficiency to support a diverse global customer base.

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 issues.

Qualifications:

- 3-5 Years experience in hospitality industry or technical support
- Database knowledge
- Internet troubleshooting skills
- Knowledge of operating systems
- Excellent communicator with strong time management and prioritisation skills
- Ability to work under pressure and multi-task
- Strong analytical skills
- Availability to work in shifts and during weekends
- Previous experience of Micros Products would be advantageous
- Multilingual proficiency is desirable to support our diverse global customer base
- Strong customer service skills

Responsibilities:

- Address high volume support issues in a timely manner
- Create new cases and update existing cases in our customer database
- Provide solution to customer or engage teams for collaboration
- Triage incidents with a view to applying known fixes
- Meet and aim to exceed monthly individual and company targets set by Management
- Manage escalations in accordance with company procedures and service Levels
- Troubleshoot, diagnose and resolve fault at time of reporting where possible
- Communicate with customers regularly regarding case progress and updates
- Follow up with third party suppliers regarding the progress of any open issue via multiple communication channels.

Requirements at a Glance

Experience Level: Mid, Senior

Benefits

401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance

About the Company

Oracle

Builds databases, business apps and cloud services

Oracle builds databases, business applications, and cloud infrastructure for companies and public-sector organizations. Oracle Database stores and processes business data, while Oracle Cloud Infrastructure provides computing, storage, and networking for applications and AI workloads. Fusion Cloud Applications support finance, human resources, supply chains, and customer service, helping businesses manage everyday operations and reporting. Customers pay for cloud subscriptions and usage, software licenses, support, hardware, and consulting, with deployment options in Oracle's cloud or their own data centers. Oracle was founded in 1977 and is headquartered in Austin, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Austin, TX
Founded: 1977

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