Location: Columbia,MD, USA
Job DescriptionIn 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.Career Level - IC2ResponsibilitiesMaintenance of the OPERA Cloud Distribution & channel manager application databases, which includes loading and updating of hotel configuration, rate and availability information.Responsible for onboarding new contractual customers to OPERA Cloud DistributionOXI testing and assistance in line with customer upgradesWork with the customers to ensure that contractual service expectations are exceeded.Conduct workshops, demonstrations, training sessions for customers and internal employees.Maintain general knowledge of GDS functionality and the relationship between hotel configuration data in application as well as in all GDS's. Including but not limited to assisting customers with GDS certifications and auditing (rate & image)Maintain product knowledge of the Opera Distribution Platform and all partners that it integrates with including staying up to date with new product enhancements and features.Document best practices and continual improvement on internal processes and guidelines to drive better efficiency. Including ability to analyze workflow and process improvements, making changes where necessary.Create and maintain customer training and best practice guidelines, including audit templates.Responsible for working towards organization goals and targets including but not limited to service agreements as defined in the Distribution Services Product and Services description.Work with other internal teams to ensure service level requirements are exceeded.Perform other tasks or duties as requested or as deemed appropriate.Knowledge, Skills & AbilitiesEssentialStrong customer service orientation and ability to develop and maintain relationships.Ability to learn and absorb information quicklyStrong work ethic and commitment to integrityAttention to detail and good time management skillsProficiency with Microsoft Office suite of PC suite of products in particular, Outlook, Excel, Word, Project and PowerPointAbility to be flexible and responsive to new assignments and dutiesExcellent written and spoken EnglishDesirableTertiary qualification in a technical, hospitality, or other related fieldExperience in working with Channel Manager software, and/or servicesPrevious experience in supporting Hospitality Software ProductsKnowledge of other products within the OPERA Suite an advantage, particularly OPERA Cloud, OXI/Exchange, R&A, NOR1 and OCCFamiliarity with Windows Server, Oracle, SQL and Remote Connectivity ApplicationsProfessional SkillsAnalytical problem solving skillsStrong communication and listening skills, ability to establish rapport over the phone, ability to build credibility quickly and clearly articulate a value propositionAbilitiesAbility and credibility to work effectively with the client at all levels of the organization (corporate, hotel executives & staff)Proven ability to work unsupervised or as a team member of both the local office team and wider company teamsCreative thinking abilitiesA self-starter with initiative, drive and strong desire to succeedAbility to work under stress and time pressuresDisclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid 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 holidaysPaid 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 leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 ### ####, option one.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