Oracle Hiring Technical Analyst 1-Support

Oracle Hiring Technical Analyst 1-Support

https://irecruitment.oracle.com/OA_HTML/OA.jsp?OAFunc=IRC_VIS_VAC_DISPLAY&OAMC=R&p_svid=1953655                         - link to see Job Details 

ob: IRC1953655

Description

Job Title Technical Analyst 1-Support Location Multiple Locations... Organization Name TALEO Product Support - Oracle Support Services – Global Delivery – India Center Department Description TALEO Product Support - Oracle Support Services – Global Delivery – India Center -  Customer Support Analyst At Taleo, we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.  Taleo continues to solidify our leadership position as the leading provider of enterprise level workforce solutions with forward thinking global organizations.  Our continued growth has resulted in an exciting opportunity within the Support Services department. This role is specifically for managing Customer support for Taleo's product - Job Partners 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 an Associate 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 level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Job Requirements Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred 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 & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.). Additional Details Taleo's Customer Support group is looking for an Customer Support Analyst who has a passion for delivering superior customer service, has strong analytical and communication skills, and enjoys working with computers, the Internet, and software. You must be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a help desk/customer service role.  This role is specifically for managing Customer support for Taleo's product - Job Partners We're looking for individuals with strong time management skills who know how to push results efficiently and effectively.  If you have experience supporting users of Enterprise Web applications and have experience as described below, you may be just what we're looking for:   • Provide a memorable customer experience with EVERY customer contact, ensuring the professional handling of every service request • Provide telephone and email support to internal and external customers • Perform efficient incident management while maintaining support quotas • Understand and assess customer-reported issues to determine prioritization • Serve as an internal knowledge resource for other members of the Taleo organization • Act as liaison between customers, R&D, and QA, etc. • Manage and ensure documentation of assigned incidents, including internal and external communications • Learn, understand, maintain and contribute to internal support processes • Analyze, develop, and improve internal processes • Maintain strong adherence to Service Level Agreements • Participate in special projects, as assigned Qualifications • Bachelor's Degree in sciences, programming or a related field • 1 year experience in a typical tech-support position • Strong problem solving skills, with an ability to troubleshoot application issues • Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English • Excellent knowledge of the Internet and software such as Outlook, Excel, etc. • Phone/call center experience desired • Strong problem solving skills • Exceptional research skills and resourcefulness   • Ability to work with a globally distributed team without direct supervision Willingness to work in shifts Currency Amount of Travel