Technical Analyst 3-Support

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)

Responsibilities

Essential Duties and Responsibilities

• Oversee post sales customer service requests


• Troubleshoot issues and liaise with next level SMEs (Subject Matter Experts)


• Work closely with Operations when managing requested tasks


• 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 on-going communication and 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


• Shift will be 8 Am to 5 PM Manila Time.

Essential Qualifications, Skills, Abilities, and Background

• Bachelor's 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


• Strong customer service skills


• Experience with cloud-based/SaaS solution offerings- preferably in the area of marketing automation


• Strong Analytical capabilities


• Excellent organization, time management, and communication skills


• Willingness to 'roll up one's sleeves and assist wherever needed


• Ability to function and thrive in a team environment with an appreciation of aggressive goals


• Strong written and verbal communication skills with experience communicating technical concepts to a non-technical audience


• Working knowledge of data and relational database systems (SQL, Merge concepts, Filters).


• Excellent troubleshooting skills and methodology


• Experience with researching log files to determine root cause of an issue


• Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc.


• Working knowledge of Linux/Unix a plus


• Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful


• Experience with Responsys Interact is a plus


• Experience and aptitude in the 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


• Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps)


• Experience with Android Studio is a plus