Oracle Technical Analyst 2-Support in Orlando, Florida
Technical Analyst 2-Support
Taleo continues to solidify our leadership position as the leading provider of enterprise level workforce solutions with forward thinking global organizations. We have an exciting opportunity within the Support Services department.
Oracle Taleo's Customer Support group is looking for a Customer Support Engineer who has a passion for delivering superior customer service, has strong analytical and communication skills, and enjoys working with computers, the Internet, and software. You must be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a help desk/customer service role.
We're looking for individuals with strong time management skills who know how to push results efficiently and effectively. If you have experience supporting users of Enterprise Web applications and have experience as described below, you may be just what we're looking for:
Provide a memorable customer experience with EVERY customer contact, ensuring the professional handling of every service request
Provide telephone and email support to internal and external customers
Perform efficient incident management while maintaining support quotas
Understand and assess customer-reported issues to determine prioritization
Serve as an internal knowledge resource for other members of the Taleo organization
Have good SQL knowledge and experience
Analyze and validate issues transferred to R&D
Act as liaison between customers, R&D, and QA, etc.
Manage and ensure documentation of assigned incidents, including internal and external communications
Learn, understand, maintain and contribute to internal support processes
Analyze, develop, and improve internal processes
Maintain strong adherence to Service Level Agreements
Participate in special projects, as assigned
Bachelor's Degree in computer sciences, programming or a related field desired
At least 2 years experience in a technical support position
Experience with SQL and Oracle databases
Strong technical problem solving skills, with an ability to troubleshoot complex application issues
3 to 5 years experience in customer service
Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English
Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
Phone/call center experience desired
Application Help Desk experience with Customer Relationship Management (CRM)systems desired
Strong problem solving skills
Exceptional research skills and resourcefulness
Ability to work with a globally distributed team without direct supervision
Roles and Responsibilities
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. This work includes, but is not limited to:
Working directly with Customers
Advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Managing highly complex and critical customer issues
Serving as Situation Manager on highly sensitive issues
Consulting with Management in directing resolution of critical Customer situations
Knowledge gain and sharing - achieve knowledge transfer with teammates
Creation/review of Knowledge Articles
Analyze work load, determine best practices and implement changes to improve productivity
Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc.
Improve overall product and documentation quality
New products/releases testing and Support Readiness
Customer service improvement
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.).
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.
Other Locations: US-FL,Florida-Jacksonville
Job Type: Regular Employee Hire