Technical Analyst 2-Support

Technical Analyst 2-Support
Company:

Oracle


Technical Analyst 2-Support

Details of the offer

Technical Analyst 2-Support-20000ANV Preferred Qualifications Preferred Qualifications: As a Support engineer, you will be responsible for providing post
implementation support to customers that use Oracle Field Service
(formerly known as ETAdirect). You are highly motivated, a self-starter
and you are dedicated to providing the highest level of customer
satisfaction. The ideal candidate possesses not only a variety of
technical knowledge, but is able to demonstrate experience in best
practices within customer support. You solve problems creatively,
possess good entrepreneurial skills and you are flexible, able to adapt
to varying customer situations. You enjoy working with people and
technology, and as such, you have both the ability to interact with
engineering teams and have excellent relationship-building and
communication skills.

• Be the liaison between the business units, technology teams and support teams.


Critically evaluate information gathered from multiple sources,
reconcile conflicts, decompose high-level information into details,
abstract up from low-level information to a general understanding, and
distinguish user requests from the underlying true needs.


Proactively communicate and collaborate with external and internal
customers to analyze information needs and functional requirements.

• Internal reproduction of the customer problem to enable the development and testing of a resolution.

• Developing resolutions to customer’s problems, working with engineering to ensure they are integrated and tested.


Participation in incident and escalations calls to brief customer
management on support cases and assist in the creation of action plans
aiming to solve customer issue.

• Communicating with the engineering teams (when required) to facilitate resolutions for customer issues.

Education:


Bachelor’s degree in Information Technology, Computer Engineering,
Business (with a strong IT background), Industrial Engineering (with a
strong IT background), or other related degrees.

• Must be proficient in English. Strong language skills in a foreign
language is highly preferred but not required, specifically Spanish and
Portuguese.

Experience:


Strong preference for experience in the workforce management industry
and/or with OSS/BSS, ERP and/or CRM systems, or other complex,
enterprise-wide software implementations.

• Exposure to software development, debugging, documentation, and troubleshooting.


Exceptional communication skills: ability to accurately and precisely
communicate instructions, steps, seek information from clients and
empathize both verbally and in writing: must have technical writing
capabilities.

• Ability to manage challenging customer interactions.


At least 3 years demonstrated experience as a Business System Analyst
specifically in a consulting or software vendor capacity is also
preferred

Detailed Description and Job Requirements

As
a member of the Support organization, your focus is to deliver
post-sales support and solutions to the Oracle customer base while
serving as an advocate for customer needs. This involves resolving
post-sales non-technical customer inquiries via phone and electronic
means, as well as, technical questions regarding the use of and
troubleshooting for our Electronic Support Services. A primary point of
contact for customers, you are responsible for facilitating customer
relationships with Support and providing advice and assistance to
internal Oracle employees on diverse customer situations and escalated
issues.

As
a Support Engineer, you will be the technical interface to customers,
Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs)
for resolution of problems related to the installation, recommended
maintenance and use of Oracle products. Your primary task will be to
provide support to customers who contact the Oracle Solution Center and
maintain high level of customer satisfaction while meeting guidelines
(mostly through electronic means). Able to work with general guidance
from senior support engineers and management and, in some areas, may
work independently. Solutions often take time to develop through
research, collaboration or problem replication.

Duties
and tasks are standard with some variation. Completes own role largely
independently within defined policies and procedures. One year prior
working experience with Oracle products (or at least two years related
experience without Oracle products) and technical degree i.e., BS
Computer Science/Management Information Systems/Science/
Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree +
technical higher degree or in lieu of degree may substitute 4 years
professional experience and professional certification (i.e., CNE, MCSE,
CPA, Oracle, etc.).

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.

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job
: Support

Location
: Philippines

Job Type
: Regular Employee Hire
Organization
: Oracle


Source: Bebee2


Area:

  • Other Jobs / Other Jobs - Crafts

Requirements

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