Customer Support Analyst

Oracle • Orlando, FL

430d

About The Position

The Customer Support Analyst at Oracle is a full-time, shift-based role focused on providing Tier 1 Technical Support for enterprise Oracle applications. This position requires a self-motivated individual who can solve complex technical issues, analyze customer problems, and maintain strong relationships with clients. The role involves running SQL queries, investigating network issues, and assisting users with various application-related challenges.

Requirements

• Experience using MICROS Point of Sale (POS) or similar POS systems.
• Professional IT experience with a focus on problem-solving and technical support.
• Knowledge of SQL for analyzing and resolving customer issues.
• CompTIA Network+ and CompTIA A+ certifications are preferred.
• Experience in the Hotel/Hospitality or Food & Beverage industry is beneficial.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.

Nice To Haves

• Cisco or related certifications are a plus.
• A passion for tinkering with technology, such as building PCs or setting up personal networks.

Responsibilities

• Be the first line of telephone contact for our customer base, acting as the face of Oracle Support.
• Check customer entitlement for support and collaborate with the Support Operations HOST team when entitlement is unclear.
• Provide first-line application support for a wide range of product or systems-related service requests.
• Log and manage support requests in the appropriate systems, ensuring timely follow-up with internal and customer stakeholders.
• Analyze, fix, and resolve customer issues, working towards resolution at a first level or reassigning to the appropriate resource or group as needed.
• Take ownership of service requests (SRs) and supervise them through to resolution, including those passed to other teams or external partners.
• Maintain good relationships with customers, keeping them informed of progress during the incident process.
• Contribute to Knowledge Management by providing feedback on KM articles and reproducing technical issues in a test environment.

Benefits

• Agile, friendly, collaborative work environment.
• Continuous career development with encouragement for internal promotions.
• Access to online learning platforms and regular in-house training sessions.
• Variety of volunteer opportunities through Oracle Giving.
• Diverse Employee Resource Groups (ERGs) for networking and idea exchange.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: No Education Listed