Support Agent (Ticket Chaser)
Oracle
Bucharest, RO,Romania, RO
6 zile în urmă
Job Description - Support Agent (Ticket Chaser) (20000P95)

Job Description

All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers.

From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle

Preferred Qualifications

Would you like to work on one of the most important strategic initiatives at Oracle? Do you want to contribute to the transformation of Oracle and our customers with cloud computing and in the process learn about Oracle Cloud Infrastructure (OCI)? If you think that enabling and supporting customers is your forte then we would to love to hear from you.

As a member of the OCI Customer Support Team you will

  • Adhere to company and department policies and procedures
  • Provide high quality, responsive support to Oracle’s customers and Cloud CSM teams globally
  • Learn existing Oracle Products and Services and/or other Oracle components which may form part of the solution
  • Follow the status of a problem ticket and make sure that assigned ones are updated
  • Identify and manage customer expectations as required.
  • Identify tasks requested by the customer that do not fit in the maintenance scope and initiate change requests accordingly
  • Keep all stakeholders informed of progress and/or issues
  • Gather the necessary information for the Sustaining Support teams to resolve a problem
  • Enable the smooth and efficient processing and management of Cloud transactions as they progress through the stages of the end to end sales and customer use processes
  • Act as a bridge between customers / Sales and various other supporting functions (Cloud Operations Provisioning, Development, OAL)
  • Work together with other, Support and Development teams to ensure coordination
  • Get ramped up with Oracle technologies thought continuous training and certifications
  • Continually focus on improvement

    Requirements  

    Soft skills - Minimum requirements

  • Great interpersonal skills
  • Performing under pressure
  • Excellent written and verbal communication skills
  • Driven and hard working
  • Ability to collect, organize, and display data in spreadsheet format
  • Self-learner
  • Attention to details

    Skillset/characteristics needed for the role

  • Knowledge of cloud services and understand SaaS, PaaS and IaaS.
  • Knowledge of any cloud infrastructure
  • Knowledge of SQL, Jira, Oracle technologies.
  • Understanding the way databases work with cloud applications is also a plus
  • Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail
  • Networking concepts and Oracle products, Database, Java or any other Middleware or Infrastructure products will be an added advantage
  •  Experience in Cloud Product Support (L1/L2) or cloud lifecycle management will be an added advantage
  • BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics
  • Detailed Description and Job Requirements

    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.).

    As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

    Job

    :Support

    Location

    :RO-RO,Romania-Bucharest

    Job Type

    :Regular Employee Hire

    Organization

    :Oracle
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