Do you thrive on the challenge and thrill of managing high-volume, highly competent Support teams? Do you aim to train technicians to address customers with empathy AND technical depth? We perform in a high-volume environment for clients in the hospitality vertical who need their technology working efficiently to serve their customers’ needs. If you’ve ever worked in a restaurant or hotel, you know the demanding pace of customer service. That is the need we’re meeting here at Oracle. Apply now to lead one of these world-class teams!

The Customer Support Manager is a position overseeing dynamic teams of Support professionals with experience ranging from entry-level to Senior.  No two days are the same as a leader at Oracle, and you’ll impact change for your employees and clients through robust mentorship programs, continuous improvement programs, and innovation programs.

This position will require on-site hours in Orlando, FL.  Help desk is a 24/7 call center including weekends and holidays, and availability for emergent situations.

Job Responsibilities:

Monitoring Customer Service Associates and evaluating their responses and handling of customer queries and concerns Establishing achievable customer satisfaction goals Communicating those goals to the customer service team Ensuring prompt responses from each Customer Service Associate Hiring new Customer Service Associates based on team requirements, standards and corporate direction Ensuring the overall satisfaction and loyalty of all customers Analytical and metrics driven   Ability to train and mentor a customer service team Excellent written and verbal communication skills Effective listening skills, and patience and tolerance when dealing with difficult customers Fast response time Problem-solving and decision-making skills Knowledge about the processes involved in resolving product or service related issues when highlighted by a customer Proficiency with company software Experience in Food & Beverage industry a huge PLUS.