SPARC Product Technical Support Analyst
Bucharest, Romania
‎în urmă cu 10 ore
SPARC Product Technical Support Analyst-19000UP3

Preferred Qualifications

This Technical Support Engineer position is for the SPARC Domain, which is part of the Oracle Customer Support Services organization. The primary focus of this role is to deliver remote post-sales technical support and solutions to the Oracle customer base while serving as an advocate for customer needs.This position requires fluency in French and EnglishMajor Activities / Responsibilities:- Provide telephone and/or web post-sales SPARC/Solaris support in French and English.- Facilitate resolution mediating between Oracle Technical Support key resources and the customer in a timely manner.- Perform problem isolation and resolution, using system software and diagnostics tools.- When necessary, escalate calls to the appropriate level of support with complete and accurate information.- Display and maintain high level of professional behavior at all times.- Assist in ensuring Customer Satisfaction goals are met.- Documenting resolutions to assist with possible future problem resolution.- Effectively prioritize workload and manage list of outstanding customer queries.- Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise.- Use Call Management tools to update all involved activities accurately.Requirements:- BS/ B.Tech degree in Computer Science/Electronic Engineering or equivalent.- Fluent French speaker.- Participate in a 7x24 on-call rotation duty on weekends/holidays as business needs.- Excellent telephone and e-mail etiquette are essential.- Ability and level of comfort with speaking on the phone for extended periods of time.- Be flexible, effective team work skills & able to work independently.- Highly self-motivated, able to handle multiple tasks in a fast-paced environment.- Analytical skills in troubleshooting and problem resolution.- Ability to self-learn new technologies or product features.Preferred Skills- Experience in customer services; customer focused, with a pro-active and responsive approach.- Understanding of the concepts of technical support including respond to customer issues within deadlines, with greatcommunication skills.- Experience working with SPARC servers products (Sun legacy and/or actual Oracle SPARC products), and Unix/SolarisOperating system (different versions) will be highly valued.- Sun/Oracle Certified System Administrator, Sun/Oracle Certified Network Administrator, or equivalent certifications will bea plus.- x86/x64 Servers, Linux administration, Network, Storage, Cluster concepts and troubleshooting knowledge will also bepositively evaluated.

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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