Principal Application Technical Support Analyst (REMOTE)
Description
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.
Responsibilities
This challenging position puts you at the forefront of interactions with Oracle Retail applications customers. As a Principal Support Engineer, you will be responsible for:
Required Qualification and Skills
Ability to provide support on the Oracle Retail product applications, as assigned.
Managing and resolving Service Requests logged by customers.
Managing customer expectations through the Service Request lifecycle in accordance with Oracles global standards.
Operating in line with Bug Diagnosis and Escalation/ Development Bug guidelines in resolution of Bug related Service Requests.
Reducing escalations.
Maintaining product expertise in assigned cluster.
Contributing to Knowledge Management contents 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.
Maintaining an up-to-date and in-depth knowledge of new products released in the market for the given product area.
8 years experience with Core products or ten years experience with Applications products
Preferred Qualification and Skills
Proven experience in an application software environment working with Oracle Retail Applications and/ or Oracle Applications strongly preferred
Knowledge of relational DB models, SQL and PL/SQL.
Knowledge of Java programming, ADF and application server (WebLogic) is a plus
Excellent analytical and problem-solving skills
Detail oriented
Comfortable, and successful, in multitasking
Excellent track record in providing outstanding customer service
Ability to work independently and within a global team
Strong written and verbal communication skills in English
Ability to aggressively multi-task and a strong technical aptitude
The position may also require weekend shift work on a rotational basis
Apply Now
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.
Responsibilities
This challenging position puts you at the forefront of interactions with Oracle Retail applications customers. As a Principal Support Engineer, you will be responsible for:
Required Qualification and Skills
Ability to provide support on the Oracle Retail product applications, as assigned.
Managing and resolving Service Requests logged by customers.
Managing customer expectations through the Service Request lifecycle in accordance with Oracles global standards.
Operating in line with Bug Diagnosis and Escalation/ Development Bug guidelines in resolution of Bug related Service Requests.
Reducing escalations.
Maintaining product expertise in assigned cluster.
Contributing to Knowledge Management contents 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.
Maintaining an up-to-date and in-depth knowledge of new products released in the market for the given product area.
8 years experience with Core products or ten years experience with Applications products
Preferred Qualification and Skills
Proven experience in an application software environment working with Oracle Retail Applications and/ or Oracle Applications strongly preferred
Knowledge of relational DB models, SQL and PL/SQL.
Knowledge of Java programming, ADF and application server (WebLogic) is a plus
Excellent analytical and problem-solving skills
Detail oriented
Comfortable, and successful, in multitasking
Excellent track record in providing outstanding customer service
Ability to work independently and within a global team
Strong written and verbal communication skills in English
Ability to aggressively multi-task and a strong technical aptitude
The position may also require weekend shift work on a rotational basis
Apply Now