Oracle Technical Analyst 3-Support in Bozeman, Montana
Technical Analyst 3-Support
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 our Oracle Service Cloud CX Suite - 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.
This position, within
the wider Oracle Cloud Support team, is considered a project management type role;
focused on escalation support, project management, and enhanced customer
services. We are not a frontline support
group, but rather provide ancillary services to the field and the wider Oracle
Cloud team(s). We are looking for
results oriented engineers who can proactively drive resolution to complex
customer and product issues. This
includes driving our Top Customer escalations to resolution (defect or
implementation), working with our new customers to develop a strong
implementation plan (and execute it), monitoring and correcting issues being
mishandled, and managing long-term projects within the wider support team
(often in coordination with our Development and Product Management teams).
You will be responsible
for fostering continual improvement of internal and external systems while
maintaining high standards of customer service and ensuring timely delivery,
meeting our customer and internal delivery requirements.
Create and edit reports for management
Create and manage go-live plans for new customers
Modify and maintain aspects of Oracle Service Cloud EndUser Pages at cx.rightnow.com as they pertain to Technical Support
Maintain dashboards for use by Technical Support management
Project Scoping and Design
Meet Project Deadlines with accuracy
Communicate clearly and accurately with all points ofContact related to assigned duties
Write and troubleshoot add-ins using PHP, RightNowConnect and other tools as needed
Create robust solutions to Technical Support issueswithin the internal site
Work with members of the support team in acollaborative effort when needed in all areas of the department
Prioritize work on several projects at a time.
Write complex reports to fulfill internal requests
Other duties as assigned and determined by TechnicalSupport Operations Manager
Essential Knowledge, Skills, Abilities, and Background
2 years experience in Internettechnologies and operation (PHP, MySQL, XML, HTML, CSS, SOAP), RelationalDatabase Management Systems (MySQL, Oracel DB), or call center/support technology
Project Management experience
Exposure to softwaredevelopment/lifecycle, debugging, documentation, troubleshooting, andproject management
Exposure to some programming/development;ideally in PHP, Java, j-query and some C language
Ability to manage multipleprojects and deadlines
Ability to prioritize
Strong logic, reasoning, andmath skills
Exceptional communicationskills: ability to accurately and precisely communicate instructions,steps, seek information from clients and empathize both verbally andin writing: Must have technical writing capabilities
Preferred Skills,Abilities, and Background
Experience with CRM, SFA, MA or Customers Serviceapplications a plus
Superior Oracle Service Cloud product knowledge and handson product experience a plus
English but Japanese and German language skill inaddition to English would be ideal (written and spoken)
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)
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.
Job Type: Regular Employee Hire
- Oracle Jobs