Oracle Technical Analyst 1-Support (JoinOCI-Edge) in Manchester, New Hampshire
Technical Analyst 1-Support (JoinOCI-Edge)
Analyst 1-Support (JoinOCI-Edge)
continuing our fast-paced growth, bringing on new customers around the world
daily. Our Customer Support team is responsible for making sure our eCommerce
customers receive informative answers that quickly solve any question or issue
they have encountered. You may find that you are assisting the makers of your
favorite web site and/or
smartphone app, a startup just starting to make itself known, and even Fortune
For those who want a challenge, want to
dive in deep and learn the technologies our products are built on, and love to
provide customers with the exact experience that you would expect in their
shoes, this is the position for you.
Hours: 8:30AM to 5:00PM EDT Monday-Friday (30 min unpaid meal
Job Duties include
Provideexceptional customer service, technical assistance, and training tointernal and external customers.
Promptand accurate response to questions from customers and prospectivecustomers about the features and capabilities of our services.
Identifybest practices for services in customer's account(s) and advisescorrective action(s).
Assessticket priority, escalates as necessary through proper channels to resolveissues in a timely manner.
Resolveissues timely and accurately to help the team meet expected metrics andSLAs.
Maintainthe highest level of confidentiality and security regarding our customers'accounts, assigned company equipment, and company systems.
Monitorrelease notes to obtains understanding of new or updated services.
Developcustomer-facing or internal documentation on an as-needed basis.
Communicatecustomer needs and wishes to leadership team.
Shouldhave a passion for technology and troubleshooting complex customerproblems. Should be able to communicate effectively with other teammembers as well as members of the Sales, Engineering, and Operationsteams.
As a Customer Support Representative, you will be the product support and
billing interface for our eCommerce level customers. Job duties are
varied and include independent judgment and resource utilization. An
understanding of networking basics and DNS is preferred. The ideal
candidate will have the drive and ability to learn technical topics, and use
this knowledge comfortably to assist customers varying from a novice to expert
Skills and experience
with sales and/or customer service in a technology related field or discipline;
related training or degree is helpful (IT, computer science).
working hours are: 8:30 am – 5:00 pm
communicating solutions to customers across a wide variety of skill-sets.
to work autonomously and collaboratively as appropriate.
with a passion for learning new and unfamiliar concepts.
working with customers in person, by phone and via email.
fit is important. You should embody our core values of trust, passion,
performance and respect.
“Aspart of Oracle’s employment process candidates will be required tocomplete a pre-employment screening process, prior to an offer beingmade. This will involve identity and employment verification,professional references, education verification and professionalqualifications and memberships (if applicable).”
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.).
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.
Location: US-NH,New Hamp-Manchester
Job Type: Regular Employee Hire