Technical Support Analyst - Orlando, United States - Oracle

Oracle Orlando, United States

1 week ago

Regular Employee

Description

Technical Support Analyst - Cloud Payments to work out of our Columbia, MD OR Orlando, FL office : We are seeking a highly skilled and motivated Technical Support analyst to join our Payment Operations team who provides operational support for the Oracle Payment Cloud Services offering. The successful candidate will play a key role in managing various aspects of our payment platform, ensuring seamless transactions, providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues.

Duties & Responsibilities

Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Payment Cloud Services, Oracle Hospitality Suite across North America, EMEA and Asia-Pacific.

Providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues. Your primary responsibility will be to ensure the smooth operation of payment processes, fix any payment discrepancies, and offer technical assistance to users.

Address and resolve customer inquiries and issues regarding payments promptly and professionally via email, phone, or ticketing systems.

Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

Providing remote support delivery and performing problem cause analysis

Collaborating with fellow support colleagues and other internal organizations to provide superior customer service

Responsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool.

Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

Anticipating customer needs and effectively addressing concerns related to their issue or resolution

Providing direct technical assistance to customers via phone, email, and Remote tools

Liaise with authorities in the regional office on client requests for enhancements and development

Work with the customers to ensure that contractual service expectations are exceeded

Perform other duties as requested or as deemed appropriate

Knowledge, Skills & Abilities Essential

Preferably 2 -5 years of experience in electronic payment processing customer support role with Knowledge of payment processing systems and technologies .

Previous experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A) - Desirable

relevant work experience of at least 2 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience

Knowledge of payment processing systems and technologies (preferred)

Previous experience working with an automated support management and tracking tool in a support center environment

Other Requirements

Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications

Strong desire to provide high-quality customer service

Excellent written and verbal communication skills in English

Excellent problem solving skills

Ability to effectively manage multiple tasks

Strong organizational skills

Team player who demonstrates positive, constructive interpersonal skills

Willing to work overtime and holidays as requested

Willing to work with a wide variety of cultures

Willing to be contactable on an on-call basis after-hours by mobile phone

Adhere to company standards, policy and procedure

Abilities

Ability and credibility to work effectively with both our internal and external customers at all levels of the organization

· Proven ability to work unsupervised or as a team member of both the local office team and wider company teams

· Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the square'

· A self-starter with initiative, drive and strong desire to succeed

· Ability to work in a logical methodical manner

· Ability to work under stress and meet deadlines

· Flexibility with people and time

** Note: This job requires weekend support and shift work

We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change)

AMER hours (Eastern Standard Time - PM/ PM IST or Pacific Standard Time PM/ PM IST onwards depending on Day Light Savings Time)

Work hours can change depending on Business requirements

Career Level -

In 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 moderate direction from Senior Client Relations Analysts and 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.

Technical Support Analyst - Cloud Payments : We are seeking a highly skilled and motivated Technical Support analyst to join our Payment Operations team who provides operational support for the Oracle Payment Cloud Services offering. The successful candidate will play a key role in managing various aspects of our payment platform, ensuring seamless transactions, providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues.

Duties & Responsibilities

Providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues. Your primary responsibility will be to ensure the smooth operation of payment processes, troubleshoot any payment discrepancies, and offer technical assistance to users.