Polish Level 1 Support

Oracle - Galway (30+ days ago)

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Preferred Qualifications

Front Line Customer Support role


  • Experience of working in hospitality - preferably reception / restaurant experience
  • Fluent in English, written and oral
  • A willingness to learn is essential as extensive on-the-job training is provided
  • A willingness to use also self-learning tools and online documentation for self-learning
  • Strong Computer skills and/or a strong interest in IT are essential
  • Availability to work in shifts, during weekends and holidays 24 X 7 X 365
  • Previous experience of Micros Fidelio Products would be advantageous
  • Ability to work under pressure and multitask
  • Strong analytical skills
Skills - Essential

  • Ability to turn work around quickly whilst still maintaining high level of accuracy
  • Customer focused – has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
  • Good listener and remains calm when dealing with incidents
  • Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
  • Enthusiastic - genuinely wanting to deliver a first class service
  • Strong attention to detail and accuracy in all work.
  • Articulate and methodical in approach
  • Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
  • PC literate - including a good level of knowledge of hardware and MS Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in particular
  • Ability to develop specific customer knowledge over time
Experience – Desirable

  • Experience of working within a similar support role
  • Experience of using a call logging application
  • Hotel Reception Experience is an advantage
  • An understanding of the Hotel business
  • A basic understanding of Networks
  • Quick learner able to become productive quickly
  • Basic SQL knowledge
Characteristics & Competencies in line with the Company Essential Values

  • Go beyond the boundaries of your job description in order to get a good result
  • Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
  • Use superior skills and knowledge to produce excellent work that we are all proud of
  • Be open, honest, and professional with colleagues, clients and 3rd parties
  • Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service

The successful candidate will be required to

  • Provide PMS Support and related products to our customer base
  • Log and manage support requests received via telephone and email from external customers, within the specified time
  • Analyse, troubleshoot and resolve customer issues - working towards resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible
  • Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners. This includes testing
  • Take ownership of calls and monitor through to resolution – this includes calls passed to other teams or external support partners
  • Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
  • Carry out any other duties as reasonably requested by your line manager
Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated 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. 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 Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. 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. Bachelors degree, 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.