Customer Service Analyst 2-Support

Job DescriptionAs 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 this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be ''proactively responsible'' for support for our top revenue and strategic customers.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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.If you are a Colorado resident, Please Contact us or Email us at [Click Here to Email Your Resumé] to receive compensation and benefits information for this role. Please include this Job ID: 178069 in the subject line of the email.ResponsibilitiesScopeOracle Hospitality provides applications for Hospitality customers worldwide, such as Hotels, restaurants, Casinos, Cruise, etc.This role will give you the opportunity to work with the largest Hotel chains in the world, providing a differentiated and first-class support for their applications. This is also an opportunity to learn and upskill further on the full range of Oracle Hospitality offerings whilst using your current skills and experience.As part of the Oracle Hospitality Support organization, you will have access to internal trainings, varied career development options, Oracle schemes and a flexible range of benefits, Sports & Social, and more.Our OPERA L2 Support engineers are located globally to enable us to provide ''follow the sun'' support to our customers. We provide support through a variety of channels, including Web tickets, phone and MOS chat (My Oracle Support).Preferred QualificationsThe position requires a positive and customer friendly attitude. The successful candidate will demonstrate enthusiasm and a keen interest to learn and keep up to date with relevant new product releases and developments. You will have an ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues, and will provide 2nd level support for Oracle Hospitality applications, with a focus in providing solutions and troubleshooting product defects. This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.Key Tasks / ResponsibilitiesProvide 2nd line support globally for OPERA and OPERA CLOUD related issues for Oracle Hospitality customers and partners (Hotels & Resorts)This includes (and isn''t limited to):OPERA PMS (Property Management Systems)OPERA CLOUDOPERA S&C (Sales & Catering)OPERA OVOS (Vacation Ownership System)OPERA R&A (Report & Analytics)Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service Act as SME to provide technical guidance on the Application to:1st line support engineersCustomers'' HeadquartersCustomer Success ManagersPartnersProduct ManagersOther internal resources where requiredOn-call service on a rotational basis to manage any critical incidents outside office hoursKeep up to date with new releases and new functionalityIdentify and report back root cause and resolution of major incidents to avoid recurring issuesAdhere to Global L2 Support standards and ensure 1st line supports follow the published guidelinesParticipate to enhancing Product SupportabilityPrepare incident reports when requiredLiaise with Sustaining Engineering, Development and Product teamsActively participate in building Oracle KnowledgebaseReport back to line manager in setting strategic departmental goals based on company objectives.Participate in cross-division training programs to strengthen OPERA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global L2 teamWork with global product L2 and SE teams on customer escalations to get issues analyzed, sustainable solutions developed and implementedCommitted to the delivery of outstanding service to customersSpecial SkillsGood knowledge of XML and SQLProven communication and presentation skills through previous interaction with customers and peersStrong experience in issue resolution, issue prioritization, customer management and technical account managementStrong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teamsExcellent Diagnostic and Reporting Skills when reproducing and precisely documenting issues and defectsExcellent general IT skills and strong knowledge of current technologiesExperience with Linux, Microsoft desktop and server operating systems is an advantageKnowledge of the hospitality and IT industry is essentialPast experience offering solutions and process improvementJob Requirements BS degree (or technical equivalent) is required Must have 2 or more years of technical or professional experienceExcellent knowledge of Oracle Hospitality applications (OPERA, OPERA CLOUD, S&C, OVOS)Fluency in EnglishBeneficial Skills Oracle Database Administrator certification CCNA certification Global Collaboration experienceDetailed Description and Job RequirementsAs a member of the OGTS 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. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be ''proactively responsible'' for support for our top revenue and strategic customers.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and at least two years of Technical related experience in hand, 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.About UsDiversity and Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.Thats why were committed to creating a workforce where all individuals can do their best work. Its when everyones voice is heard and valued that were inspired to go beyond whats been done before.Disclaimer: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.* Which includes being a United States Affirmative Action Employer

Created: 2025-09-06