Work Ireland, Jobs in Ireland, Employment Ireland

Frontline Customer Support Spanish Speaker – Bilingual

01/11/2017

oracle-new-580x224_tcm64-40862 (1)

Job Description

 

You will work in IT support function (focused on Micros products in hospitality area), helping customers resolve their issues ( connected to hotel systems, check-in, reservations, interlink, etc.). As you will be supporting both English and Spanish speaking customers (though a majority of cases is in English), it’s a must you are fluent in both languages. It’s great if you are tech-savvy as you will be troubleshooting on the level of networks/local machine/software. Strong analytical skills will help you succeed in the role as well as great communication skills to get along with the customers.

 

About the candidate

  • Able to turn work around quickly whilst still maintaining high level of accuracy
  • Customer focused – you have the ability to empathize with customers and you are able to deliver great customer service
  • Solid listener and remains calm when dealing with incidents
  • Strong communicator, 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.
  • Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
  • Tech-savvy
  • Ability to develop specific customer knowledge over time
  • Quick learner able to become productive quickly
  • Available to work on shifts (working hours 7 am – 11 pm), including 2 weekends in a month

Nice to have

  • Experience of working within a similar support role
  • Experience of using a call logging application

 

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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have 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 and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

 

To apply for this position, please follow the link. For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity, www.eazycity.com.

 

 

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