Oracle Technical Analyst 2-Support in Vienna, Virginia
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 & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
Customer Operations Product Support Job Description
Technical Analyst 2-Support
We are continuing our fast-paced growth, bringing on new customers around the world daily. Our Enterprise Technical Support team is responsible for making sure our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often 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 500 companies.
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: 8:30 AM to 5:00PM EST Monday-Friday (30 min unpaid meal break).
_Job Duties include_
Provide exceptional customer service, technical assistance, and training to internal and external customers.
Prompt and accurate response to questions from customers and prospective customers about the features and capabilities of our services.
Identify best practices for services in customer's account(s) and advises corrective action(s).
Assess ticket priority, escalates as necessary through proper channels to resolve issues in a timely manner.
Resolve issues timely and accurately to help the team meet expected metrics and SLAs.
Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
Monitor release notes to obtains understanding of new or updated services.
Develop customer-facing or internal documentation on an as-needed basis.
Communicate customer needs and wishes to leadership team.
Should have a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members as well as members of the Sales, Engineering, and Operations teams.
_Skills and experience_
Minimum of 2 years of experience in a technology related field or discipline; related training or degree is helpful (IT, computer science).
Experience with customer success strategies, technical support/help desk or sales engineering roles.
Experience in networking: virtual private networks, load balance, and public/private DNS.
Comfortable communicating solutions to customers across a wide variety of skill-sets.
Able to work autonomously and collaboratively as appropriate.
Able to work a flexible schedule (days, nights, weekend and/or holidays) as part of a 24/7 on-call team (rotation), as needed.
Tenacious with a passion for learning new and unfamiliar concepts.
Comfortable working with customers in person, by phone and via email.
Cultural fit is important. You should embody our core values of trust, passion, performance and respect.
Ability to write and speak in multiple languages
Familiarity with cloud-based systems
Orientation with some coding languages
Title: Technical Analyst 2-Support
Location: NH,New Hamp-Manchester
Requisition ID: 19001H82
Other Locations: US-NH,New Hamp-Nashua, United States
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