Job Description

Preferred Qualifications
As a member of the Global Support organization, you will resolve post-sales customer inquiries while your primary focus is to provide level one support including problem resolution within published goals using the knowledge base. You will 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.

You will 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. 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.

*This is an hourly position, with possible overtime. One must be able to work day, afternoon, early evening shift along with weekends and holidays. Full Oracle benefits

*Currently position is home remote, but position will be located in our Orlando support center (near airport) once we return to the office (date yet to be set).

** Preferred Experience **

Prior working knowledge of or the desire to quickly learn about Oracle products is preferred! In addition, you will need to understand the use of operating systems, hardware environments, software, networking, etc. We are open to seeing your experience in all of these areas. You will get to see and use Oracle products and how they all interrelate in a customer environment.

* Associates degree or Bachelor's Degree is preferred and or a combination of relevant Support experience.

* Industry knowledge while working in hotels, restaurants, resorts, cruise ship and or specialty retail settings is helpful.

* Point of Sale/POS system knowledge is a plus

* At least 1-2 years of related experience.

* Our ideal candidate will demonstrate excellent communication skill and demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

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.

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. 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 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 degree, 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.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.