CRM ON DEMAND JUNIOR SUPPORT ANALYST

Short company description

"Oracle is filled with people who, when just meeting their own internal standards of achievement, astonish other people."
- Larry Ellison, Chief Executive Officer

Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers - including 100 of the Fortune 100 - representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 110,000 global employees - including 30,000 developers working full-time on Oracle products - are critical to that success. For more information about Oracle, visit oracle.com.

Innovative? Ingenious? Inspired? You are at the right place. Oracle is hiring!

We recruit the most talented graduates in the industry. Surf our site campus.oracle.com to explore fabulous opportunities at Oracle. Then, log in your resume.

Requirements

• English fluency.
• Call Center/Customer Support experience.
• Technical Support in medium to large applications.
• Knowledge of Web Services, XML, SQL, Analytics is an advantage.
• English + Second Language are also a plus.
• Customer Service background.
• Ability to interact effectively with other technical and non-technical resources.
• Ability to quickly establish comfortable & effective working relationships.
• Understanding of client/server and Internet concepts and techniques.
• Interpersonal communication skills including sensitivity to user community.
• Excellent organizational skills demonstrated.
• Ability to manage multiple tasks at one time and meet deadlines.
• High technical aptitude and problem solving skills.
• Availability for evening shifts: 14:00 – 23:00.

Responsibilities

• Partner with Tech Support groups to share, document, and demonstrate exceptional troubleshooting skills and product knowledge resulting in customers and support engineers increased efficiency and knowledge of the product.
• Partner with other members of the Tech Support Team when working difficult and complex customer issues. This includes hosting conference calls and troubleshooting sessions with both the customer and the support engineers.
• Always portray a supportive and accommodative demeanor when answering questions for the customer and co-workers, no matter how simple, repetitive, or obvious the question may appear. This will include taking immediate ownership of more complex SRs and customer escalations.
• Oversee the Tech Support escalation queues to ensure that correct parties are involved and actively working the issue.
• Take Service Request ownership in order to best serve the customer.
• Conduct post-mortem escalation evaluations to make certain the knowledge base is updated appropriately with the solution and the customer care team is trained on the issue.

Other info

Please submit your CV in English! Thank you!