Technical Support Analyst - Hyderabad, India - Oracle

    Oracle
    Oracle Hyderabad, India

    2 weeks ago

    oracle background
    Description
    Job DescriptionTechnical Support Analyst

    • Cloud Payments
    :

    We are seeking a highly skilled and motivated Technical Support analyst to join our Payment Operations team who provides operational support for the Oracle Payment Cloud Services offering.

    The successful candidate will play a key role in managing various aspects of our payment platform, ensuring seamless transactions, providing comprehensive support to our clients and internal teams in resolving payment gateway -related inquiries and issues.

    Duties & ResponsibilitiesBe part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Payment Cloud Services, Oracle Hospitality Suite across North America, EMEA and Asia-Pacific.

    Providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues.

    Your main responsibility will be to ensure the smooth operation of payment processes, trofixy payment discrepancies, and offer technical assistance to users.

    Address and resolve customer inquiries and issues regarding payments promptly and professionally via email, phone, or ticketing systems.

    Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customersProviding remote support delivery and performing problem cause analysisCollaborating with fellow support colleagues and other internal organizations to provide superior customer serviceResponsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool.

    Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

    Anticipating customer needs and effectively addressing concerns related to their issue or resolutionProviding direct technical assistance to customers via phone, email, and Remote toolsLiaise with domain experts in the regional office on client requests for enhancements and developmentWork with the customers to ensure that contractual service expectations are exceededPerform other duties as requested or as deemed appropriateKnowledge, Skills & Abilities EssentialPreferably 3+ years of experience in electronic payment processing customer support role with Knowledge of payment processing systems and technologies (preferred)Experience in client-facing roles, experience in tech and fintech industries is a plusUnderstanding of payment transaction processing and industry business principles - DesirablePrevious experience in supporting POS terminals, POS Payment processing ,Payment gateway issues

    - desirablerelevant work experience of at least 3 Years in IT Support
    • Experience in Application Support/Technical Support in hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A) , with direct customer contact experienceKnowledge of payment processing systems and technologies
    (preferred)Previous experience working with an automated support management and tracking tool in a support center environmentPrevious experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A)relevant work experience of at least 3+ Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experiencePrevious experience working with an automated support management and tracking tool in a support center environmentOther RequirementsMinimum Graduation degree from a recognized University - Graduate in Technical stream or Graduate in any field with relevant IT CertificationsStrong desire to deliver high-quality customer serviceExcellent written and verbal communication skills in EnglishExcellent problem solving skillsAbility to effectively manage multiple tasksStrong organizational skillsGreat teammate who demonstrates positive, constructive interpersonal skillsWilling to work overtime and holidays as requestedWilling to work with a wide variety of culturesWilling to be contactable on an on-call basis after-hours by mobile phoneAdhere to company standards, policy and procedureAbilities· Ability and credibility to work effectively with both our internal and external customers at all levels of the organization· Demonstrable ability to work unsupervised or as a team member of both the local office team and wider company teams· Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the square'· A self-starter with initiative, drive and strong desire to succeed· Ability to work in a logical methodical manner· Ability to work under stress and meet deadlines· Flexibility with people and time** Note:
    This job requires weekend support and shift workWe operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change)AMER hours (Eastern Standard Time -PM/

    PM IST or Pacific Standard Time

    PM/

    PM IST onwards depending on Day Light Savings Time)EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Day Light Savings TimeAPAC hours -AM IST onwardsWork hours can change depending on Business requirementsLife at Oracle and Equal Opportunity:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.

    Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

    In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

    Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.

    We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

    At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.

    We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

    That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.


    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/corporate/careers/diversity-inclusion/Job DescriptionTechnical Support Analyst

    • Cloud Payments
    :

    We are seeking a highly skilled and motivated Technical Support analyst to join our Payment Operations team who provides operational support for the Oracle Payment Cloud Services offering.

    The successful candidate will play a key role in managing various aspects of our payment platform, ensuring seamless transactions, providing comprehensive support to our clients and internal teams in resolving payment gateway -related inquiries and issues.

    Knowledge, Skills & Abilities EssentialPreferably 3+ years of experience in electronic payment processing customer support role with

    Knowledge of payment processing systems and technologies

    (preferred)Experience in client-facing roles, experience in tech and fintech industries is a plusUnderstanding of payment transaction processing and industry business principles - DesirablePrevious experience in supporting POS terminals, POS Payment processing ,Payment gateway issues

    - desirablerelevant work experience of at least 3 Years in IT Support
    • Experience in Application Support/Technical Support in hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A) , with direct customer contact experienceKnowledge of payment processing systems and technologies
    (preferred)Previous experience working with an automated support management and tracking tool in a support center environmentPrevious experience in supporting hospitality software products, Oracle MICROS product suite (Simphony, RES 3700, 9700, Materials Control, R&A)relevant work experience of at least 3+ Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experiencePrevious experience working with an automated support management and tracking tool in a support center environmentOther RequirementsMinimum Graduation degree from a recognized University - Graduate in Technical stream or Graduate in any field with relevant IT CertificationsStrong desire to deliver high-quality customer serviceExcellent written and verbal communication skills in EnglishExcellent problem solving skillsAbility to effectively manage multiple tasksStrong organizational skillsGreat teammate who demonstrates positive, constructive interpersonal skillsWilling to work overtime and holidays as requestedWilling to work with a wide variety of culturesWilling to be contactable on an on-call basis after-hours by mobile phoneAdhere to company standards, policy and procedure

    Duties & ResponsibilitiesBe part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Payment Cloud Services, Oracle Hospitality Suite across North America, EMEA and Asia-Pacific.

    Providing comprehensive support to our clients and internal teams in resolving payment-related inquiries and issues.

    Your main responsibility will be to ensure the smooth operation of payment processes, trofixy payment discrepancies, and offer technical assistance to users.

    Address and resolve customer inquiries and issues regarding payments promptly and professionally via email, phone, or ticketing systems.

    Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customersProviding remote support delivery and performing problem cause analysisCollaborating with fellow support colleagues and other internal organizations to provide superior customer serviceResponsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool.

    Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

    Anticipating customer needs and effectively addressing concerns related to their issue or resolutionProviding direct technical assistance to customers via phone, email, and Remote toolsLiaise with domain experts in the regional office on client requests for enhancements and developmentWork with the customers to ensure that contractual service expectations are exceededPerform other duties as requested or as deemed appropriate** Note:

    This job requires weekend support and shift workWe operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change)AMER hours (Eastern Standard Time -PM/

    PM IST or Pacific Standard Time

    PM/

    PM IST onwards depending on Day Light Savings Time)EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Day Light Savings TimeAPAC hours -AM IST onwardsWork hours can change depending on Business requirements