Oracle Hiring for Technical Analyst 2-Support at ANDHRA PRADESH, India Full Time

Job Description

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.).

Responsibilities

Job Duties include

• Responsible for managing service requests (SR); responding timely to SR Sub Status changes which will require engaging the customer or additional technical resources to assist in resolving the issue.

• Responding to service requests which involve processing them inclusive of part order reconciliation, working with field and account teams to resolve situations.

• Assess SR priority, escalate as necessary through proper channels to resolve issues in a timely manner.

• Maintain the highest level of confidentiality and security regarding our customers’ accounts, assigned company equipment, and company systems.

• Be able to evaluate business services or processes and recommend improvements.

• Develop customer-facing or internal knowledge documentation as-needed basis.

• Have a passion for technology and troubleshooting complex customer problems.

• Be able to communicate and work effectively with other team members as well as members of the Sales, Engineering, Field, and Account teams.

• Participate in the night, weekend, and holiday on-call rotation for coverage as needed, sometimes on short notice. Also, be able to work a schedule that includes Saturday and Sunday’s; 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

Must-Have Skills

• Technical Troubleshooting of Oracle Hardware and other products.

• Historical experience in customer service and workflow development.

• Ability to effectively communicate through written communication.

• Experience with customer success strategies, technical support/helpdesk, and/or sales engineering roles.

• Data analysis

Beneficial Skills

• Up to five years of experience in a technology-related field or discipline; Preferred Oracle product background

• Network protocols and Linux

• Be able to work in a fast-paced and collaborative environment

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.