Customer Service Analyst 2-Support

Job 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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Desired profile

As a member of the Global Support organization, you will resolve customer technical inquiries generated from our clients. Your primary focus is to provide level two support including problem resolution within published goals using the Oracle resource knowledge base.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, support entitlements and validation, electronic support troubleshooting and product availability. You will handle open service requests that are dispatched, implement fixes, (i.e. document the case for escalation), analyze the hardware or software problem and document news solutions in the Oracle knowledge management application. Support may be delivered via electronic channels (web, e-mail, etc.) or phone.

Provide support for the Collaborate with colleagues across the RGBU Line of Business to help facilitate innovative solutions and drive continual improvement of our POS server applications

Work closely with the development staff to identify and resolve core issues

Evaluate emerging technologies for feasibility and integration analysis

You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Prior working knowledge of or the desire to quickly learn about Oracle products is preferred! In addition, you will need to understand the use of operating systems, hardware environments, software, networking, etc. We are open to seeing your experience in all of these areas. You will get to see and use Oracle products and how they all interrelate in a customer environment.

·  Call center experience
·  Industry knowledge while working in retail settings is helpful
·  Oracle Retail Point of Sale server Applications, Oracle Retail XBRi Loss Prevention and Cloud Service knowledge is a plus
·  At least 1-2 years of related experience.

Our ideal candidate will demonstrate the following: excellent communication skills, able to demonstrate prior skills and abilities, ability to prioritize, multi-tasking capability, contribute to the team and be an effective team player, and can demonstrate a commitment to ensuring customer success.