Customer Care Senior Analyst

The position requires a positive and customer friendly attitude. The successful candidate will demonstrate enthusiasm and a keen interest to learn and keep up to date with relevant new product releases and developments. You will have an ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues, and will provide 2nd level support for Oracle Hospitality applications, with a focus in providing solutions and troubleshooting product defects.

This team works closely with our Cloud Operations, Sustaining Engineering & Development teams.

Provide 2nd line support globally for Oracle Hospitality customers and partners

This includes (and isn't limited to):

OPERA V5 PMS (Property Management System)
OPERA CLOUD PMS (Property Management System)
R&A (Report & Analytics)
OHIP (Hospitality Integration Platform)
OPERA OXI (Exchange Interface)
OPERA OEDS (Electronic Distribution Suite, such as OWS, ADS, GDS, HTNG, Kiosk)
Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service
Keep up to date with new releases and new functionality
Identify and report back root cause and resolution of major incidents to avoid recurring issues
Adhere to Global L2 Support standards and processes
Actively participate in building Oracle Knowledgebase
Committed to the delivery of outstanding service to customers