Oracle Technical Analyst 2-Support in Bengaluru, India
Technical Analyst 2-Support
To manage and resolve Service Requests logged by customers (internal and external) on Oracle Cloud products for Warehouse Management. 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. Key skills include technical troubleshooting, problem determination and
customer service skills (interactive/communication/coordination/empathy/accountability).
As a Technical Support Engineer, you will be providing the technical support to Oracle Service customers for problem resolution related to their Oracle equipment.
This could include but not restricted to:
Providing post-sales, Hardware support or facilitating resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable.
When necessary, escalating calls to the appropriate level of support with complete and accurate information.
Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting
Contributing to Knowledge Management content creation and maintenance
Displaying and maintaining a high level of professional behavior at all times.
Assisting to ensure Customer Satisfaction goals are met.
Documenting resolutions to assist with possible future problem resolution.
Effectively prioritizing workload and managing list of outstanding customer queries.
Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise.
Communicating confidently with Sustaining and Product Development Engineers.
Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call".
One year prior working experience with Oracle products or equivalent products
Prior exposure to WMS or Supply chain related products
Technical degree - B.E/ B.Tech/ MSc / MCA
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.).
Other Locations: IN-IN,India-Hyderabad
Job Type: Regular Employee Hire