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L2 Technical Support Analyst FBGIU - Simphony/R&A

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Oracle

9d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Galway
    Remote

AI generated summary

  • You should have experience with OS, hardware, software, and networks; resolve technical and non-technical issues; manage escalations; communicate effectively; and work flexible hours.
  • You will answer support calls, provide solutions, manage escalations, update customer cases, and communicate progress, while meeting individual and team targets during set shifts.

Requirements

  • - Understand and have previous experience with operating systems, hardware, software, networks, and how they work together
  • - Support our customers with technical and non-technical issues across a variety of products including Simphony, Reporting & Analytics, Payments and other back of house products
  • - Answer hospitality support calls and queries
  • - Provide solutions to customers on more complex issues
  • - Work with our L3 Team and AMS Teams
  • - Resolve issues in real-time where possible
  • - Manage escalations and advise our teams on customer issues
  • - Update cases in our customer database
  • - Communicate case progress to customers
  • - Meet or exceed individual and company targets
  • - Work Mon-Fri 13.00-22.00pm GMT or Tues-Sat 13.00-22.00 GMT (subject to change)

Responsibilities

  • Answer hospitality support calls and queries
  • Provide solutions to customers on more complex issues
  • Work with our L3 Team and AMS Teams
  • Resolve issues in real-time where possible
  • Manage escalations and advise our teams on customer issues
  • Update cases in our customer database
  • Communicate case progress to customers
  • Meet or exceed individual and company targets
  • Work Mon-Fri 13.00-22.00pm GMT or Tues-Sat 13.00-22.00 GMT (subject to change)

FAQs

What is the job title for this position?

The job title for this position is L2 Technical Support Analyst FBGIU - Simphony/R&A.

What kind of support will I be providing in this role?

You will be delivering post-sales support to customers, helping them with both technical and non-technical issues across a variety of products including Simphony, Reporting & Analytics, and Payments.

What are the working hours for this position?

The working hours are Mon-Fri 13.00-22.00pm GMT or Tues-Sat 13.00-22.00 GMT, subject to change.

Is there an opportunity for career advancement?

Yes, Oracle offers learning and development opportunities to advance your career.

What type of benefits does Oracle provide?

Oracle provides a competitive salary, flexible and remote working options, medical and life insurance, retirement planning, and an Employee Assistance Program to support mental health, among other benefits.

What technologies or tools will I be using in this role?

You will be using tools such as MSQL, DBisql, Payments, Materials Control, and MyInventory.

Will I be required to manage escalations?

Yes, you will be responsible for managing escalations and advising teams on customer issues.

Does Oracle have a commitment to diversity and inclusion?

Yes, Oracle celebrates differences and is committed to creating an inclusive workplace where various backgrounds, perspectives, and abilities are valued.

Are there any requirements regarding experience with operating systems and networks?

Yes, you are required to have previous experience with operating systems, hardware, software, networks, and how they work together.

Is there support for employees with disabilities?

Yes, Oracle is committed to including people with disabilities at all stages of the employment process and offers accommodations as needed.

Oracle

Information Technology & Services

Technology
Industry
10,001+
Employees
1977
Founded Year

Mission & Purpose

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient. The work we do is not only transforming the world of business--it's helping defend governments, and advance scientific and medical research. From nonprofits to companies of all sizes, millions of people use our tools to streamline supply chains, make HR more human, quickly pivot to a new financial plan, and connect data and people around the world. At work, we embrace diversity, encourage personal and professional growth, and celebrate a global team of passionate people developing innovative technologies that help people and companies tackle real-world problems head-on.