Technical Support Analyst - Cloud Payments
Technical Support Analyst - Cloud Payments to work out of our Orlando, Florida 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.
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 2 -5 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
• 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
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