Advanced Support Engineer
Oracle
Bucharest, Romania
9 zile în urmă

Preferred Qualifications

A Great opportunity to join the Service Management Support Centre an elite team, providing added value to ACS contracts by assisting TAMs and SDMs micro manage their accounts. Its core services relate to SR Management & Acceleration and SR Reporting, aiming to increase customer satisfaction, improve the quality and lifecycle of SR processes, as well as track progress and report results. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of SR management.

Responsibilities 

- Monitor the open issues of the assigned customers and ensure their progress - Communicate promptly and skillfully with the customer;

- Use the available tools to engage and chase technical engineers, escalate or transfer cases, in order to handle customer issues appropriately;

- Join conference calls with the customer, on demand, to discuss critical issues, establish action plans or tackle periodical progress of the account;

- Prepare the deliverables required by each customer and send them on the agreed schedule and frequency;

- Ensure customer satisfaction and retention through high quality services; - Acknowledge and follow Oracle procedures and regulations;

- Work with the team and openly cooperate.

Requirements

- University Degree;

- Strong communication skills;

- Master English language;

- Be fluent in writing and speaking another language;

- A technical background is a plus;

- Availability to provide 24X7 stand by. 

Skills and Competencies

- Customer oriented;

- Analytical person;

- Self driven and motivated; 

- Able to work both within a team and independently; 

- Resourceful and creative (capable to find the best approach for any situation that might occur);

- Adapt to change

- Build Relationships

- Deliver high quality services

- Be results Oriented

- Have presentation skills

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 Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

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, salaryverification, 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, salaryverification, 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, salaryverification, 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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

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