Technical Support Specialist
Oracle
Brno, Czech Rep
před 6 dny

Preferred Qualifications

Responsibilities:• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.• Assist customers with debugging of new and existing code.• Effectively transfer misdirected customer requests to an appropriate party.• Contribute ideas to resolve problems to better serve the customer and/or improve productivity.• Participate in activities designed to improve customer satisfaction and business performance.• Occasionally use decision-support tools to answer questions.• Customizing (Web Site Themes, Color, Layouts & Item/Category Templates).• Solve problems that may be unstructured and that may require reliance on conceptual thinking.• Meet customer requirements through first contact resolution. Minimize escalation to Tier-II support.• Offer solutions to issues that are often non-standard/non-routine and require some clarification.Qualifications/Skills:• Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology or equivalent.• Candidates must be proficient in any of the following: HTML, JavaScript, Java, C#, .NET, PHP• At least 2 years of experience in troubleshooting, debugging web codes and scripts (HTML, JavaScript) is preferred• Technical Support Experience in a BPO/Call Center is preferred.• Strong analytical approach to troubleshooting• Excellent Communication Skills

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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

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