Fusion Sales Cloud Technical Support Engineer
Oracle
Bucharest, Romania
3 zile în urmă

Preferred Qualifications

Oracle Sales Cloud, part of Oracle Customer Experience Cloud product family, is constantly growing and we are looking to expand our team. A 5-minute presentation of the Oracle Customer Experience suite and Oracle Sales Cloud product can be found here.

If you are interested in joining our team and help shape the future of Oracle Sales Cloud product and Oracle Sales Cloud customers alike, then this is the place to be. If you think you meet the requirements below, we are definitely interested in finding more about you.

As part of this team, you will learn the latest technology and help influence product supportability, usability, maintenance, and implementation.

The team works closely with the Development, Product Management as well as other Oracle teams, directly involved in Oracle Cloud Products.

To be successful in this role, you are expected to have:

•Some experience in implementation, support, consulting and/or development in Customer Experience software (CRM), preferably in a Cloud environment.

•Communication skills with the ability to provide advice to both technically aware and non-technically aware customers.

•Diagnostic and troubleshooting abilities.

•Knowledge of SQL

•Any of the following abilities will be considered advantageous: Groovy Scripting or Javascript; SOAP/REST Webservices; Business Intelligence;

•B. S. degree in Computer Science, Information Technology, Engineering or equivalent work experience.

Key technical & Analytical Skills:

Troubleshooting skills.

Experience in one or more of the following:

•SQL

•Groovy Scripting and/or Javascript

•SOAP/REST Webservice

•Troubleshooting/developing Business Intelligence reports

Knowledge of one or more products/modules, preferable related to Customer Experience software (CRM)

Behavioral:

Good communication, interpersonal and customer care skills.

Customer oriented attitude to ensure customer success.

Good command of English language, both written and verbal.

Able to work well in a team, as well as on your own with limited daily supervision. 

Education:

B.S in Information Technology, Computer Science or equivalent work experience.

Main responsibilities:

You will be the technical interface to customers and Oracle Partners for resolution of problems related to the implementation, maintenance and use of Oracle Sales Cloud product. You will be able to complete assigned duties with minimal directions from management. Routinely, you will act independently while researching, developing and documenting solutions for customer issues.

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 complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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

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