Technical Analyst 3-Support

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 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), *Modern Marketers choose Oracle Marketing Cloud to build customer obsessed cultures, create and manage ideal customers, and power revenue performance. They use award-winning technology and expertise to transform marketing by truly knowing the customer, engaging with cross-channel marketing, and achieving data driven accountability. Integrated information from cross-channel, content, and social marketing with data management that enables these businesses to target, engage, convert, analyze, and use award-winning marketing technology and expertise to deliver personalized customer experiences.The objective of the Technical Support Engineer is to provide comprehensive telephone/e-mail/ticketing technical and application support in a fast-paced 24x7 SaaS environment. In this role you will act as a trusted technical resource to Oracle | Responsys customers and must possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. You will be a trusted advisor who our customers rely on to provide best practices and knowledge when using the Oracle | Responsys B2C Marketing Cloud ServicesEssential Duties and Responsibilities

• Oversee client service requests
• Troubleshoot issues and liaise with Operations and/or Engineering teams as necessary to resolve issues
• Gather client product feedback to help product management define the product roadmap
• Maintain a detailed understanding of product architecture, technical components and application functionality
• Leverage your knowledge of the product to achieve subject matter expert status
• Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues
• Proven ability to mentor and display leadership and ownership of issues
• Document troubleshooting procedures for new product features and issues
• Create knowledge base articles for both internal and customer facing solutions
• Provide on-going training to Support team members
• Required to participate in the weekend on-call rotation and maintenances
• Required to provide some Holiday coverage

Essential Qualifications, Skills, Abilities, and Background

• Bachelors degree in information technology, computer science or a related field or equivalent experience
• 3+ years customer support experience for software applications
• 2+ years with multi-tiered application support experience
• Experience supporting marketing automation products
• Experience with cloud-based/SaaS solution offerings- preferably in the area of marketing automation
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies
• Call Center/Customer Service
• Strong Analytical capabilities
• Excellent organization, project management, time management, and communication skills
• Willingness to roll up ones sleeves and assist wherever needed
• Team player who will work within the company to continue improving the way Oracle serves its clients
• Strong written and verbal communication skills with experience communicating at all levels of client organizations.
• Working knowledge of Linux/Unix
• Working knowledge of relational database management systems with the ability to write and debug SQL queries
• Excellent troubleshooting skills and methodology
• Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful
• Strong customer service skills
• Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc.
• Experience with Responsys Interact is a plus
• Experience and aptitude in creation of technical documentation is a plus
• Experience with Apache FreeMarker is a plus
• Experience with Web Service/API is a plus
• Experience with XML is a plus
• Experience with Kibana, including KQL is a plus
• Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps, SDK)
• Ability to function and thrive in a team environment with an appreciation of aggressive goals
• Fluent in Japanese a HUGE plus

Keyskills :
sqljavatroubleshootingenvironmentsql serverb2c marketingknowledge basedata managementtime managementcustomer servicecomputer sciencecustomer supportsocial marketing