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.

Technical Support Analyst - Cloud Payments to work out of our Bucharest, Romania 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.

This role will require working from 11:00 AM to 08:00 PM local time.

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 1-2 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 in English 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