Job Abstract

L2 Customer Support Manager

Location: Hybrid in Orlando, FL or Columbia, MD

This position requires on-site hours in local offices such as Orlando, FL, Columbia, MD in line with Oracle's policy on office re-opening. Help desk hours typically span from 6am-11pm ET, including weekends and holidays, with the possibility of availability outside these hours for emergent situations.

Note: No visa sponsorship is available for this position

Oracle invites you to apply as a Customer Support Technical Manager in our Oracle Food & Beverage - Hospitality POS Technical Support sector. This role demands the skills to lead high-volume, highly competent support teams and turning them into empathetic and technically competent professionals. Experience in the fast-paced environment of Hotels or Restaurants is a bonus. Your task is to ensure that the technology is running efficiently to meet our customers' needs.

About the Role:The Customer Support Technical Manager, will oversee a dynamic team of Support professionals with diverse experience ranging from entry to senior-level talent. As a leader at Oracle, you’ll leave a mark on both your team members and clients by bringing your skills to the table in mentorship programs, continuous improvement programs, and innovation programs.

Responsibilities:

• Deliver post-sales support and solutions to Oracle Hospitality customer base
• Serve as an advocate for customer needs
• Ensure high levels of customer satisfaction by measuring group performance against quality and productivity
• Implement and communicate departmental objectives and service levels
• Prepare and present employee performance appraisals on a regular basis
• Act as a company spokesperson to outside customers regarding their needs and inquiries

Requirements:

• 2+ years management experience
• 3+ years of Customer Relations and tech support experience
• A flexible schedule is required for this role
• Candidate must be available to work at least one weekend day as regular schedule
• High Technical Skills / IT Knowledge
• Track record of excellent problem-solving and research skills
• Excellent communication skills
• Ability to provide leadership and direction to a professional team
• Experienced in balancing customer, employee, and company objectives

Desired Skills:

• Experience leading teams of customer-facing, technical support professionals• Experience with helpdesk metrics and KPIs• Experience leading and coaching early-career professionals• Attention to detail and time management• Problem-solving and analytical mindset• Bachelor's degree in IT, Computer Science, MIS, Management or a related area• Experience with F&B Hospitality applications. Primarily Simphony POS systems and Oracle Hospitality Reporting and Analytics is a bonus

Life at Oracle:An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.https://www.oracle.com/corporate/careers/diversity-inclusion/

Career Level - M2