Technical Support Agent
As a member of the Support organization, your focus is to deliver
- sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving
- sales
- 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.
Career Level - IC2
Requirements:
- Qualification in F&B/Hotel Management or related discipline
- 3-5 Years experience in hospitality or technical support sector
- Database knowledge
- Internet troubleshooting skills
- knowledge of Windows 7/8/10
- Excellent communicator with strong time management and prioritisation skills
- Ability to work under pressure and
- task
- Strong analytical skills
- Maturity to deal and communicate with Senior Managers and Customers
- Availability to work in shifts and during weekends
- Previous experience of Micros Products would be advantageous
- Advanced level of English and Portuguese is mandatory
Responsibilities
- Answer high volume of support calls for Point of Sales (Simphony, RES products, e
Bus, HW) in a timely manner
- Create new cases and update existing cases in our customer database
- Provide solution to customer or pass case to relevant resolution group
- 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 answering where possible
- Communicate with customers regularly regarding case progress and updates
- Follow up with third party suppliers regarding the progress of any open calls
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