Bilingual Customer Tech Support Analyst 1 – Spanish / English

Job Description

Were looking for Customer Support Administrators to own Tier 1 Technical Support. Supporting enterprise Oracle applications, and learning a proprietary application front-to-back while utilizing SQL queries to solve issues, investigating network problems, and helping users navigate bugs, outages, and any other issues they may have.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while advocating for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions. As the main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance in collaboration with other Oracle employees on diverse customer situations and escalated issues.

Location: On-site position based in Orlando, FL – in office

This is a full-time, shift-based role; shifts are assigned based on workforce needs at the time of hire. Most shifts fall between 6am -11pm ET Monday-Sunday. Your work schedules will likely include weekends and holidays.

No visa sponsorship is available for this position

Overview

Are you a creative person who loves a challenge? Solve the complex puzzles you’ve been dreaming of as our Customer Service Analyst. If you have a passion for innovation in tech, we want you on our team! Thrive in this crucial role!

Oracle is a technology leader that’s changing how the world does business. We’re looking for an experienced and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us!

We are looking for Customer Support Administrators to own Tier 1 Technical Support. Youll be supporting enterprise Oracle applications, and the fixing is not so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems (“your side? Our side? Let me dig into this for you…”), and helping users navigate bugs, outages, and any other issues they may have.

Some of what we do:

Be the first line of telephone contact for our customer base – You are the face of Oracle Support

Check customer entitlement for support and work with the Support Operations HOST team where 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 and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines

Analyze, fix, and resolve customer issues, working towards the resolution at a first level within a timely manner or working with your manager or team lead to reassign to the appropriate resource or group

Take ownership of service requests (SRs)and supervise through to resolution – this includes SRs passed to other teams or external partners

Maintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progress

Contribute to Knowledge by actively commenting and providing feedback on KM articles.

May reproduce technical issues that customers report in a test environment to fix & resolve

Carry out other duties as reasonably requested by your line manager

Career Level – IC1

Responsibilities

We love to see:

Experience using MICROS Point of Sale (POS)

Some professional IT experience –

A passion for tinkering: building your own PCs, setting up personal networks at your house, etc.

Preference for fix and solving problems rather than “plug-and-play” solutions

Network, CompTIA A, Cisco, or related certifications are a big plus

SQL knowledge comes in handy on the job

Bilingual language skills in English and Spanish

We like to see:

Experience in the Hotel/Hospitality or Food & Beverage industry

Customer Focus – the ability to empathize with customers to deliver excellent customer service

Solid attention to detail and accuracy

Good interpersonal skills and a great teammate – able to work as part of multi-disciplinary teams

Excellent verbal and written communication skills

What we offer:

In addition to a benefits package that includes life and disability insurance, health and dental options, GRRSP with match and an employee stock purchase plan:

Agile, friendly, collaborative environment backed by a strong enterprise

Continuous career development: we actively encourage and celebrate internal promotions

High-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talks

A vast variety of volunteer opportunities through Oracle Giving

Diverse ERGs that provide opportunities for networking and exchange of ideas across the company

#LI-CG2

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:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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