Job Title Technical Analyst 3-Support

Location China,Suzhou

Organization Name Oracle Global Software Support

请赐英文简历至 jie.chen.cn@outlook.com

Job Responsibilities:

As part of a global organization with strong emphasis and expectations on teamwork and customer focus, your responsibilities will include:

· Being the face to our customer, must exhibit a strong work ethic and desire to provide a high level of customer service to consistently and constantly enhance the customer experience with Agile products and Oracle Agile Support.

· Handle complex technical problems including but not limited to; Agile Product suite, operating systems (Unix, Windows) networks, web applications (Weblogic, OAS) and relational databases (Oracle, SQL)..

· Maintain open lines of communication. Demonstrated by the use of excellent written and verbal communications, clear, detailed and articulate documentation.

· Possess excellent problem solving skills whereby issues are efficiently and clearly diagnosed and resolved.

· Maintain constant and intimate knowledge of the Oracle Agile Product suite to provide guidance to Oracle’s customers on best practices for product usage in order to meet their business needs

· Expected to provide the mentorship and guidance needed As part of maintaining and sharing of skills sets, learnings, product and technical knowledge across the global organization,

· Utilizing strong and sound judgment to expedite or facilitate the development of solutions to customer issues in a reactive or proactive mode.

· Exhibit the ability to adapt and be flexible in order to operate in a fast paced, demanding environment with ever changing priorities and challenges.

· Possess the ability to multi-task, prioritize, manage and organize your tasks in order to assure the customer expectations and satisfaction is met and maintained.

· Ability to adhere to procedures as well as look for process improvements to suggest or champion

Brief 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.

Detailed Description

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 Requirements

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)

Additional Details

At least 4-7 years related Software Support or related experience

· Excellent organizational skills, ability to multi-task and detailed oriented.

· Self-starter with demonstrated ability to take initiative and accomplish tasks

· Strong customer interaction skills, teamwork, and commitment to excellence

· Fundamental understanding and proven ability with regard to analysis, troubleshooting, problem solving and customer service

· Strong working knowledge of Windows and/or Solaris , web application servers (Weblogic, OAS) and relational databases (Oracle/MS SQL), application deployment (install/upgrade) and performance architecture (load balancing, clustering).

· Prior experience supporting Agile PLM software/Other PLM software a plus

· Understanding of business industries utilizing product life cycle methodology, such as manufacturing.

· Good English speaking skills

ITPub博客

Oracle Agile Support苏州9年来第一次招聘Senior Technical Support。见长微博。