Customer Service Analyst/Technical Support – Hospitality Industry 

Location: Hybrid position based in Columbia, MD 

It is a full-time job requiring availability 24 hours a day, including weekends and holidays. Shifts are assigned based on workforce need at the time of hire, most of which fall between 7am and 11pm ET Monday-Sunday.

Note: Visa sponsorship is not available for this position

Overview

We are looking for inventive individuals with a passion for innovation in technology. The position available is for Customer Support Analysts who will essentially own Tier 1 Technical Support. Your task will not be limiting to fixing passwords and deploying laptops but would entail a comprehensive understanding and running of SQL queries to resolve issues, investigating network issues, and assisting users to navigate through bugs, outages, and any other issues they may encounter.

Tasks And Responsibilities

• Be the Oracle Support's initial point of telephone contact with customers.
• Verify customer's entitlement for support and collaborate with the Support Operations HOST team when entitlement isn't clear.
• Handle a broad range of product or system related service requests.
• Analyze, fix and resolve customer issues or reassign to an appropriate resource or group as necessary.
• Take ownership of service requests and monitor through to resolution.
• Maintain good relationships with customers and keep them informed of progress during the incident process.
• Provide input and feedback on knowledge management articles.

What We Are Looking For

• Experience using OPERA Property Management System (PMS) or MICROS Point of Sale (POS) is desirable.
• Hospitality industry experience would be fantastic!
• A minimum of some professional IT experience.
• Passion for problem-solving and tinkering (like building your own PCs, setting up your personal network, etc.).
• Preferably with Network , CompTIA A , Cisco, or related certifications.
• Knowledge of SQL would be advantageous.

Additional Skills

• Experience in the Hotel/Hospitality or Food & Beverage industry is beneficial.
• Exceptional customer service and the ability to empathize with customers.
• Strong attention to detail and precision.
• Excellent interpersonal skills and collaboration.
• Superior verbal and written communication skills.

Interested applicants are encouraged to apply as soon as possible. We're looking forward to having you on our team! 

Career Level - IC1