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Job Description
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-related inquiries and issues.
Technical Support Analyst - Cloud Payments to work out of our Bucharest, Romania office: 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-related inquiries and issues.
This role will require working from 11:00 AM to 08:00 PM local time.
Duties & Responsibilities:
Be 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 primary responsibility will be to ensure the smooth operation of payment processes, fix any 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 customers
Providing remote support delivery and performing problem cause analysis
Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
Responsible 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 resolution
Providing direct technical assistance to customers via phone, email, and Remote tools
Liaise with authorities in the regional office on client requests for enhancements and development
Work with the customers to ensure that contractual service expectations are exceeded
Perform other duties as requested or as deemed appropriate
Knowledge, Skills & Abilities Essential:
Preferably 1-2 years of experience in electronic payment processing customer support role with Knowledge of payment processing systems and technologies.
Relevant work experience of at least 2 Years in IT Support- Experience in Application Support/Technical Support department, with direct customer contact experience
Knowledge of Payments Acceptance & Payments processing systems and technologies (preferred)
Previous experience working with an automated support management and tracking tool in a support center environment
Other Requirements:
Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications
Strong desire to provide high-quality customer service
Excellent written and verbal communication skills in English
Excellent problem solving skills
Ability to effectively manage multiple tasks
Strong organizational skills
Team player who demonstrates positive, constructive interpersonal skills
Willing to work overtime and holidays as requested
Willing to work with a wide variety of cultures
Willing to be contactable on an on-call basis after-hours by mobile phone
Adhere to company standards, policy and procedure
Abilities:
Ability and credibility to work effectively with both our internal and external customers at all levels of the organization
· Proven 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 work.
We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change).
Work hours can change depending on Business requirements.
Career Level - IC1
About Us
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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