Shire Jobs

Job Description

We are recruiting for the Global Customer Support team in Bucharest, part of the Global Customer Support Organization. As a technical support agent your primary responsibility will be to provide first level customer support for Opera Cloud and other related application products. Your tasks will involve resolving simple to moderately complex application functionality issues through various communication channels such as phone, service requests (SR), email, or chat.

Here are the typical duties associated with this role:

• Handling support tasks: Ensure that assigned tasks are managed and completed during your active shift. This includes prioritizing and addressing customer issues promptly and efficiently.

• Maintaining Service Request quality: Follow Service Request quality guidelines when documenting and updating entries in the system. Accurate and detailed information is crucial for effective troubleshooting and tracking customer inquiries.

• Resolving assigned Service Requests: Take ownership of assigned Service Requests and work towards resolving them within the defined service level agreements. These SRs will primarily be related to the web portals associated with Opera Cloud applications.

• Communication with customers: Interact with customers to understand and assess the nature of the issues they are facing with Oracle Cloud products. Act as a reliable point of contact for customers seeking assistance and support.

• Diagnosing issues: Utilize your technical knowledge and expertise to identify the root cause of customer issues. This may involve troubleshooting application functionalities, analyzing error messages, or reviewing system configurations.

• Providing solutions: Based on your assessment, advise customers on possible solutions to address their issues effectively. This may include providing step-by-step instructions, suggesting configuration changes, or recommending best practices.

• Assisting with fixes: Guide customers in implementing the recommended solutions or carry out the fixes yourself if necessary. Help customers navigate through the troubleshooting process and ensure they can resolve the issue successfully.

• Technical guidance: Share your knowledge and provide technical guidance to other members of the support teams. Collaborate with team members to resolve complex issues and contribute to a collaborative and supportive work environment.

QUALIFICATIONS:

• Excellent communication skills: You should possess strong verbal and written communication abilities to effectively interact with customers and internal teams. Clear and concise communication is crucial for understanding customer issues and providing appropriate solutions.

• Ability to manage multiple tasks: As a support agent, you will handle multiple customer inquiries simultaneously. Being organized and efficient in managing your workload is essential to meet service level agreements and provide timely resolutions.

• Issue resolution among multiple parties: Some customer issues may require collaboration with different teams or departments within the organization. You should have the ability to address and coordinate with various stakeholders to ensure the timely resolution of customer problems.

• Personal drive: Demonstrating motivation and initiative is important in this role. Taking ownership of customer inquiries, proactively seeking solutions, and continuously improving your technical knowledge and skills are key attributes.

• Customer focus: A customer-centric approach is vital to provide exceptional support. You should be empathetic, patient, and attentive to customer needs and concerns. Strive to deliver a positive customer experience and exceed their expectations.

• Teamwork: Collaboration and cooperation with other members of the support teams are crucial. Being a team player and effectively contributing to group goals will help provide consistent and high-quality support to customers.

• Excellent verbal and written English skills: Proficiency in English and Spanish is essential, as you will be communicating with customers and team members primarily in English. Strong language skills will enable you to understand customer issues and provide clear instructions and explanations.

• Previous hotel front desk (Opera software) experience: Having prior work experience in a hotel front desk role using Opera software would be considered an advantage. Familiarity with the software can provide valuable insights and enhance your ability to support customers effectively.

• Proven experience in support business: While not necessary, having previous experience in a customer support role can be beneficial. It demonstrates your understanding of support processes, ticket management, and customer interaction, which can help you adapt quickly to the responsibilities of this position.

By performing these duties, you will contribute to delivering exceptional customer support for Oracle Cloud applications and help customers make the most of their software experience.

Career Level - IC1

About Us

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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.

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