Oracle Technical Analyst 3-Support (JoinOCI) 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 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 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.
Technical Analyst 3-Support (JoinOCI-Edge)
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: 8:00pm - 4:30am EST Sunday - Thursday (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.
Participate in night, weekend, and holiday on-call rotation for DynECT platforms as coverage is needed, sometimes on short notice.
Prepare evaluations of services or processes and recommend improvements.
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 five years of experience in a technology related field or discipline;
Experience with customer success strategies, technical support / helpdesk, and/or sales engineering roles.
Experience in networking: virtual private networks, load balancing, and public/private DNS.
Should be able to work a schedule that includes Saturday and Sunday; should be able to also work a flexible schedule (days, nights, weekends, and/or holidays) as part of a 24/7 on-call team (rotation), as needed
Comfortable communicating solutions to customers across a wide variety of skill-sets.
Able to work autonomously and collaboratively as appropriate.
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 multiple languages
Familiarity with cloud based systems
Orientation with multiple coding languages
/As part of Oracle s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable)./
Title: Technical Analyst 3-Support (JoinOCI)
Location: NH,New Hamp-Manchester
Requisition ID: 19001GJX
Other Locations: US-NH,New Hamp-Nashua, United States
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