Technical Analyst 3-Support-20000DGU Preferred Qualifications We have one charter within the Oracle Service Cloud Technical
Support team and that is to deliver superior customer experiences by responding
quickly to customer requests, interacting in a highly personalized way, and
solving customer issues as quickly as possible.
As part of the Oracle Service Cloud, we support nearly 2000 global
customers who serve more than 8 million users per day on Oracle Service Cloud - a cloud based technology platform that empowers our customers to engage
directly with their customers through great Social, Web, and Contact Center
experiences. Our approach to providing technical support is
comprehensive, from resolving minor issues with no business impact to the
highest business impacting issues requiring detailed technical diagnosis and
immediate issue resolution.
We are a global organization with US Support Centers in Bozeman,
MT, and
collaborate with San Mateo, CA, and Boulder, CO as well as International
Support Centers in Romania, and China. If you are
passionate about delivering great customer experiences and have the skills
required for the role, we invite you to apply for a position on our team!
As a customizations support engineer, you will be the technical
interface to our customers for resolution of problems related to the
development side of our Oracle Service cloud products. The
individual in this role will report up to the Product Support manager for the
Bug Diagnostics Engineering team (BDE).
You will be responsible for fostering continual improvement of
Oracle Service Cloud and setting and maintaining high standards of performance
on the team.
Responsibilities
• Investigate
and report defects identified to development
• Contribute to
customer knowledgebase as defined by KCS standards
• Collaborate with other teams internally as
needed to determine resolution
• Other
duties as assigned and determined by the Product Support Manager
Essential Knowledge, Skills, Abilities, and Background
Preferred 2-3 years experience in Internet
technologies and operation (such as PHP, MySQL, XML, HTML, CSS, SOAP),
Relational Database Management Systems (MySQL), and call center technologyExposure to Docker and KubernetesExposure to software development, debugging,
documentation, and troubleshootingExposure to programming, ideally in Java,
j-query and some C languageAbility to prioritize and manage own work loadStrong logic, reasoning, and math skillsExceptional 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
Preferred skills, abilities, and background
· PHP skills
preferred.
· Code Igniter and MVC
architecture understanding
· Understands
importance of scalability and performance, and can apply these concepts to service
requests
· Able to work within
standard product functionality to achieve desired outcomes whenever possible
· Solid understanding
of HTML and WebDesign
· Strong XML
understanding and experience
Experience with CRM, SFA, MA or Customers
Service applications a plusSuperior Oracle Service Cloud product
knowledge and hands on product experience a plusGovernment clearance a plus
As a global company, our technical support team is a 24x7
operation. This role requires shift work or occasional work during
non-standard business hours, coverage during public holidays, and possibly
travel.
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 Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Job
: Support
Travel
: Yes, 25 % of the Time
Location
: PH-PH,Philippines-Taguig City
Job Type
: Regular Employee Hire
Organization
: Oracle
