Technical Support Analyst
Bucharest, Romania
2 zile în urmă
Technical Support Analyst-19000DL4

Preferred Qualifications

The Oracle Health Sciences Global Business Unit (HSGBU) is a specialized business unit focused solely on the software and service requirements of the Health Sciences industry. By delivering software solutions aimed at adding value to Healthcare and life science organizations, the HSGBU has the unique and exciting opportunity to be at the forefront of enabling better patient outcomes within the clinical industry. One such software solution is Oracle Health Sciences Interactive Response Technology (IRT), which enables sponsors to better manage patient randomization and global supply chains by extending the capabilities of interactive voice response (IVR) and interactive Web response (IWR) systems.

A successful candidate for this position will provide technical support directly to end-users for a wide variety of complex issues across the IRT product line and related systems. A primary point of contact for customers, this candidate will be responsible for upholding and exhibiting Oracle’s standards of world-class customer support while providing advice and assistance within our standard operating procedures as well as regulatory and industry standards. Our mission is to dynamically adapt to customer needs around the clock to ensure on-going customer success and patient safety.

Daily tasks, each aimed at resolving advanced technical issues reported by end-users of the IRT software, include database querying; review of technical design specs; problem replication; handling high-profile telephone calls and emails; coordination with cross-functional teams; collaboration with a network of global colleagues; identification and documentation of system defects; creation and implementation of creative workaround solutions; and contributing to knowledge base articles. Issues to be addressed may be critical in nature, requiring fast-paced responsiveness; multi-tasking; and strong coordination and communication skills to successfully resolve. Resolution often requires development of a custom solution, leveraging all tasks/teams previously mentioned.

Desired Skills and Attributes:
• Highly self-motivated and customer-focused, with a pro-active and responsive approach
• Able to multi-task in a fast paced environment and within strict deadlines and regulations
• Exemplary time-management and general organizational skills
• Able to influence and build rapport with colleagues and customers, locally and worldwide
• Able to work independently as well as part of a cross-functional team
• Exceptional attention to detail
• Strong, professional communication skills (written and verbal)
• Able to understand and define customer needs
• Able to clearly convey the nature of technical issues to non-technical audiences
• Able to view issues from multiple perspectives (“outside the box” thinking)
• Sound analytical skills
• Unwavering work ethic
• Excellent telephone etiquette

Desired Experience:
• BS in a Computer Science, Physical Sciences or equivalent relevant experience
• Experience working in a regulated industry (Health Care or Life Science industry experience is preferred)
• Experience working with relational databases such as SQL Server 2005/2008
• Experience with SQL scripting
• Experience with XML and DAT + MAP scripting
• Experience in providing application support for complex software products
• Experience working globally
• Experience coordinating directly with clients
• Experience following Standard Operating Procedures
• Some experience with programming languages is a plus

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).


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