Hotel Customer IT Support- Opera (m/f)

DüsseldorfVollzeit22.03.2019
Unternehmensprofil  Merken

Job Requirements

  • Experience of working in hospitality - preferably reception / restaurant experience;
  • Multi-language experience (e.g. English, French, Spanish, etc);
  • German, written and oral - second language;
  • A willingness to learn is essential as extensive on-the-job training is provided;
  • A willingness to use also self-learning tools and online documentation for self-learning;
  • Strong Computer skills and/or a strong interest in IT are essential;
  • Availability to work in shifts, during weekends and holidays 24 X 7 X 365;
  • Previous experience of Micros Fidelio Products would be advantageous;
  • Ability to work under pressure and multitask;
  • Strong analytical skills.

Skills - Essential

  • Ability to turn work around quickly whilst still maintaining high level of accuracy;
  • Customer focused – has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner;
  • Good listener and remains calm when dealing with incidents;
  • Strong verbal communication skills, 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;
  • Articulate and methodical in approach;
  • Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams;
  • PC literate - including a good level of knowledge of hardware and MS Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in particular;
  • Ability to develop specific customer knowledge over time.

Experience – Desirable

  • Experience of working within a similar support role;
  • Experience of using a call logging application;
  • Hotel Experience is an advantage;
  • An understanding of the Hotel business;
  • A basic understanding of Networks;
  • Quick learner able to become productive quickly;
  • Basic SQL knowledge.
     

Characteristics & Competencies in line with the Company Essential Values

  • Go beyond the boundaries of your job description in order to get a good result;
  • Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working;
  • Use superior skills and knowledge to produce excellent work that we are all proud of;
  • Be open, honest, and professional with colleagues, clients and 3rd parties;
  • Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service.

Responsibilities

  • The successful candidate will be required to:
  • Provide PMS and POS Support and related products to our customer base;
  • Log and manage support requests received via telephone and email from external customers, within the specified time;
  • Analyze, troubleshoot and resolve customer issues - working towards resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible;
  • Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners. This includes testing;
  • Take ownership of calls and monitor through to resolution – this includes calls passed to other teams or external support partners;
  • Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues.

In addition to this: We offer

  • Challenging responsibilities in a growing IT environment;
  • Further Education, Coaching and Mentoring on the latest technology;
  • Competitive salary and cafeteria package;
  • Young, creative and progressive team;
  • Working in multinational environment.

Frau Alexandra Elena Sere
Oracle Recruitment
+40 737112213

alexandra.sere@oracle.com
www.oracle.com

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