Bilingual Customer Support Analyst (Portuguese or German)
Location:
Lehi , Utah
Posted:
January 23, 2017
Reference:
16001147
As a member of the Global Support organization, you will resolve post-sales customer inquiries while your primary focus is to provide level two support including problem resolution within published goals using the knowledge base. You will write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability.

You will handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Experience

Prior working knowledge of or the desire to quickly learn about Oracle products is preferred! In addition, you will need to understand the use of operating systems, hardware environments, software, networking, etc. We are open to seeing your experience in all of these areas. You will get to see and use Oracle products and how they all interrelate in a customer environment.
  • Associates degree or Bachelor's Degree is preferred and or a combination of relevant Support experience.
  • Industry knowledge while working in hotels, restaurants, resorts, cruise ship and or specialty retail settings is helpful.
  • Point of Sale/POS system knowledge is a plus
  • At least 1-2 years of related experience.
  • Language skills: English and German or Portuguese
  • Our ideal candidate will demonstrate excellent communication skill and demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Qualifications:
As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide first level customer support, including product configuration issues, triage and confirming contracts.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Associates degree.

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.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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