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Oracle Cloud Distribution Specialist in Columbia, Maryland

Job Description

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 little direction from 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. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Career Level - IC2

Responsibilities

  • Maintenance of the OPERA Cloud Distribution & channel manager application databases, which includes loading and updating of hotel configuration, rate and availability information.

  • Responsible for onboarding new contractual customers to OPERA Cloud Distribution

  • OXI testing and assistance in line with customer upgrades

  • Work with the customers to ensure that contractual service expectations are exceeded.

  • Conduct workshops, demonstrations, training sessions for customers and internal employees.

  • Maintain general knowledge of GDS functionality and the relationship between hotel configuration data in application as well as in all GDS’s. Including but not limited to assisting customers with GDS certifications and auditing (rate & image)

  • Maintain product knowledge of the Opera Distribution Platform and all partners that it integrates with including staying up to date with new product enhancements and features.

  • Document best practices and continual improvement on internal processes and guidelines to drive better efficiency. Including ability to analyze workflow and process improvements, making changes where necessary.

  • Create and maintain customer training and best practice guidelines, including audit templates.

  • Responsible for working towards organization goals and targets including but not limited to service agreements as defined in the Distribution Services Product and Services description.

  • Work with other internal teams to ensure service level requirements are exceeded.

  • Perform other tasks or duties as requested or as deemed appropriate.

Knowledge, Skills & Abilities

Essential

  • Strong customer service orientation and ability to develop and maintain relationships.

  • Ability to learn and absorb information quickly

  • Strong work ethic and commitment to integrity

  • Attention to detail and good time management skills

  • Proficiency with Microsoft Office suite of PC suite of products in particular, Outlook, Excel, Word, Project and PowerPoint

  • Ability to be flexible and responsive to new assignments and duties

  • Excellent written and spoken English

Desirable

  • Tertiary qualification in a technical, hospitality, or other related field

  • Experience in working with Channel Manager software, and/or services

  • Previous experience in supporting Hospitality Software Products

  • Knowledge of other products within the OPERA Suite an advantage, particularly OPERA Cloud, OXI/Exchange, R&A, NOR1 and OCC

  • Familiarity with Windows Server, Oracle, SQL and Remote Connectivity Applications

Professional Skills

  • Analytical problem solving skills

  • Strong communication and listening skills, ability to establish rapport over the phone, ability to build credibility quickly and clearly articulate a value proposition

Abilities

  • Ability and credibility to work effectively with the client at all levels of the organization (corporate, hotel executives & staff)

  • Proven ability to work unsupervised or as a team member of both the local office team and wider company teams

  • Creative thinking abilities

  • A self-starter with initiative, drive and strong desire to succeed

  • Ability to work under stress and time pressures

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

  1. Medical, dental, and vision insurance, including expert medical opinion

  2. Short term disability and long term disability

  3. Life insurance and AD&D

  4. Supplemental life insurance (Employee/Spouse/Child)

  5. Health care and dependent care Flexible Spending Accounts

  6. Pre-tax commuter and parking benefits

  7. 401(k) Savings and Investment Plan with company match

  8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

  9. 11 paid holidays

  10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

  11. Paid parental leave

  12. Adoption assistance

  13. Employee Stock Purchase Plan

  14. Financial planning and group legal

  15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

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

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