Technical Analyst 2Support

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.)., L1 Support ConsultantOracle OrganizationDemo ServicesCountry India (Bengaluru)Would you like to:

• Be a part of the team that directly impacts the success of Oracle s Applications Business
• Be one of the first few to work on the latest Oracle Applications and Technology products
• Provide innovative solutions to complex requirements

Demo Services isn t just a technical organization that builds demos, instead it is the starting point, one that is singularly focused on capturing the imagination of our potential buyers through compelling visualizations that demonstrate the art of the possible with Oracle s products. The Demo Services Support team is now looking for an energetic and innovative person who will be responsible for providing Level 1 support for Oracle products but specializing in CX area.Job Responsibilities:

• Work with Global Sales teams and Partner Organizations to ensure that all demos are trouble free providing the best possible user experience.
• Support CX domain from functional perspective as part of a global support engineering team
• Troubleshooting functional application issues, providing innovative solutions to product, and demo content gaps.
• Participate in and identify key issues during demo release testing, providing feedback and recommendations to demo engineering to help improve the quality of the demo content.
• Providing first line support for Oracle products. This would involve troubleshooting tickets, creating knowledge articles and solutions as well as interacting with global Sales teams to resolve their demo related issues.
• Working with different stakeholders to understand and improve processes and implement automation.
• Prepare, provision and de-provision environments for Customer demos.
• Participate in calls with Sales Consultants and Global Support team members.

Desired Profile:

• Strong Customer Service Orientation.
• Excellent written and oral communications skills.
• Great team player and able to work and collaborate across global teams
• Out of box thinker who has an eye for detail, brings immense drive and a new perspective to problem solving.
• Results orientation, you will not be satisfied until the job is done with the right quality.
• Ability to work within virtual teams; to get a specific job done often requires working together with many colleagues spread out across different countries.
• Self-motivated, you have the natural drive to learn and pick up new challenges.
• Always looking to raise the bar of own skills and competencies.

Qualifications / Skills:

• University degree in either Engineering, Maths, Economics, Computer Science or comparable
• Good domain knowledge across CX applications especially Fusion.
• Previous experience resolving functional application issues in an CX Cloud implementation, Pre-Sales or Support role.
• English Advanced proficiency and fluency (including writing) are mandatory
• Analytical troubleshooting and problem solving skills.

Keyskills :
sql java troubleshooting environment sqlserver globalsales virtualteams computerscience supportengineers workingexperience oracleapplications ostsalessupport