·The successful candidate will be responsible for researching, resolving and responding to customer complex issues across the product line and product boundaries in accordance with current standards
·Can have lead role and/or supervise other personnel
·Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
·Proactive Activities: Activities center on improving the service we deliver to our customers and are not necessarily directly related to customer inquiries
·Maintain product expertise in assigned cluster
·Work towards adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc)
·Contributing to Knowledge Management content creation and maintenance
·Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the customer experience and improve the Oracle product
·Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area
·Reactive Activities: These activities cover our customer response initiatives
·Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
·Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
·Service request resolution in a collaborative environment with the customer
·Operating within Oracle business processes and procedures
·Respond and resolve customer issues within Key Performance Indicator targets
·Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
·Debugging code related issues and providing potential design solutions
·Minimum 2-5 years of technical support or customer service experience.
·Fluent in written and verbal English.
·Proven experience in an application software environment. Working with Oracle Applications and/or Oracle Server Technologies is not necessary but would be considered an advantage
·Experience in Retail or Manufacturing disciplines of Merchandise/Materials Planning, Financial Planning, Forecasting, Replenishment, Warehouse Distribution, Store Operations is not necessary but would be considered an advantage
·Knowledge on relational DB-models and SQL or PL/SQL preferred
·Any previous experience with Java/C and Pro*C
·Basic Unix skills preferred (AIX, HP, Solaris, Oracle Enterprise Linux)
·OAS, Weblogic, WebSphere, Oracle RDBMS, SQL*Plus, Scripting preferred
·Excellent troubleshooting and research skills
·Ability to take a task (often with limited direction), determine a course of action, and see the task through to completion.
·Detail oriented with the ability to learn quickly, and be a process minded person
·Good verbal and written communication skills preferred
·Project management experience desired but not required
·B.S in Information Technology, Computer Science or equivalent.
·Other qualifications or certifications within the IT domain might be considered.
·These jobs may require flexible work hours or 2nd shift work hours
·These jobs may require limited travel to customer sites or training sites
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 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)
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).