Oracle Technical Analyst 1-Support (Support Associate Bronto) in Makati, Philippines
Technical Analyst 1-Support (Support Associate Bronto)
In this opportunity you will:
Act as the voice of Bronto’scustomers to the broader Bronto team
Drive customer satisfactionand retention through amazing customer service
Provide application support,troubleshooting and customer education via Bronto’s three support channels
Collaborate on and supportClient Services team projects as needed to support growth of Bronto.
Accurately document customerinteractions in tracking system and follow defined Client Servicesprocesses and workflows
Work independently withminimal supervision, self-motivated
4-year college degree, highlypreferred, technical focus a plus
4 technical support or helpdesk experience, preferred
Professional, top notchverbal and written communication skills
Proficiency with HTML andCSS, preferred
Experience working directlywith customers
Friendly and energeticpersonality
Demonstrated ability to workin a collaborative team environment, through Chat, Email and Phone
Strong communication skills
Experience with technologyand web-based applications
Ability to work an 11am to8pm shift for a week, once a quarter
Ability to be on-call afterhours for 24x7 emergency support at one week per 2 months, and someholidays is expected.
Familiar with API’s, JSON andweb services
Graphic and web design skills
Experience with technicalintegrations or API troubleshooting a plus
Email marketing experience
Email Service Provider HelpDesk experience desired but not required
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 an Associate 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 level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred 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 Type: Regular Employee Hire