**Job Description** **Technical Customer Support Analyst** **Location: On-site position based in Orlando, FL or Columbia, MD** **This is a full-time, shift-based role, with shifts assigned based on workforce needs at the time of hire. Your work schedule will likely include weekends and holidays, and shifts may occur at any time within a 24-hour period.** **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're seeking Customer Support Administrators to take ownership of Tier 1 Technical Support for enterprise-level Oracle applications. This role goes beyond basic IT tasks like password resets or laptop setups-you'll become a subject matter expert in a proprietary application and enhance your technical and problem-solving skills. Your responsibilities will include:       -     Running SQL queries to investigate and resolve user issues       -     Diagnosing and troubleshooting network problems ("Is it on our side or theirs? Let's find out.")       -     Guiding users through application bugs, system outages, and other technical challenges If you're curious, analytical, and passionate about delivering high-quality support in a fast-paced environment, we'd love to connect. **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 first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group + Take ownership of service requests and supervise through to resolution - this includes service requests 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 in order to fix & resolve + Carry out other duties as reasonably requested by your line manager **We love to see:** + **Experience using MICROS/Simphony Point of Sale (POS) or OPERA Property Management System (PMS)** + 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 **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 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 in USD 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. Career Level - IC1 **About Us** As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States. 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.