Technical Support Analyst - Cloud Payments (Columbia, MD OR Orlando, FL)
Company: Oracle
Location: Hartford
Posted on: April 18, 2024
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Job Description:
Job 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 - 5.30 PM/ 6.30 PM IST or Pacific
Standard Time 9.30 PM/ 10.30 PM IST onwards depending on Day Light
Savings Time)
Work hours can change depending on Business requirements
Responsibilities
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
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, troubleshoot 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 subject matter experts 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 - 5.30 PM/ 6.30 PM IST or Pacific
Standard Time 9.30 PM/ 10.30 PM IST onwards depending on Day Light
Savings Time)
Work hours can change depending on Business requirements
Life at Oracle and Equal Opportunity
An Oracle career can span industries, roles, Countries and
cultures, giving you the opportunity to flourish in new roles and
innovate, while blending work life in. Oracle has thrived through
40+ years of change by innovating and operating with integrity
while delivering for the top companies in almost every
industry.
In order to nurture the talent that makes this happen, we are
committed to an inclusive culture that celebrates and values
diverse insights and perspectives, a workforce that inspires
thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits
designed on the principles of parity, consistency, and
affordability. The overall package includes certain core elements
such as Medical, Life Insurance, access to Retirement Planning, and
much more. We also encourage our employees to engage in the culture
of giving back to the communities where we live and do
business.
At Oracle, we believe that innovation starts with diversity and
inclusion and to create the future we need talent from various
backgrounds, perspectives, and abilities. We ensure that
individuals with disabilities are provided reasonable accommodation
to successfully participate in the job application, interview
process, and in potential roles to perform crucial job
functions.
That's why we're committed to creating a workforce where all
individuals can do their best work. It's when everyone's voice is
heard and valued that we're inspired to go beyond what's been done
before.
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
https://www.oracle.com/corporate/careers/diversity-inclusion/
Disclaimer:
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 only
US: Hiring Range: from $19.23 to $38.32 per hour; from $40,000 to
$79,700 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
opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid 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 holidays
Paid 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 leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About Us
As 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 +1 888 404 2494, 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
Keywords: Oracle, North Attleborough , Technical Support Analyst - Cloud Payments (Columbia, MD OR Orlando, FL), IT / Software / Systems , Hartford, Massachusetts
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