SaaS Helpdesk Government Cloud Support Analyst (Security Cleared ideally)

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.

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).

Desired profile

Qualifications :

Saas Helpdesk Government Cloud Support Analyst

As a member of the Support organization for UK Government Clients, 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 technical and functional customer inquiries via phone and electronic means.

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.

Pre requisites:




·  Familiarity with SaaS/Cloud Concepts ideally in HR & ERP
·  UK Government Security Clearance (or willingness and eligibility to be successfully security cleared)
·  UK National and resident in the UK for the past 5 years
·  BA Honours/Science Degree

Scope

·  Reports to the UK Government Cloud Support Manager
·  Works as a first line Support Analyst in a UK Team

· You will be expected to work additional out of hours, providing on-call support during evenings, weekends and public holidays on a rota system.

Responsibilities may include

·  Ideally 1 to 2 years working in a SaaS/Cloud Helpdesk environment
·  Managing customer service requests and being the single point of contact.
·  Work on service requests by providing support, analysis, troubleshooting and collaboration with Level 2 and Level 3 teams.
·  Analyses information about the user's issue and determines the best way to resolve their problem.
·  Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
·  Provide first level phone support, performing problem recognition, research, isolation in a SaaS Environment or escalating issues to Tier 2 team (Cloud Operations, Global Customer Support or Development)
·  Records and maintains accurate information within Service Request System (MOS)
·  Interfaces directly with customers to ensure their issues are resolved and a superior customer experience is provided
·  Coordinating, working with and following up on work performed by global teams