RightNow Technical Support Engineer – Networking Specialist

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

Essential Knowledge, Skills, Abilities, and Background
• Bachelor’s degree in computer science, IT or technical field, or equivalent experience
• 2-3 years experience in Internet technologies and operation (TCP/IP, HTTP, SSL, DNS, ICMP, SOAP, PHP, MySQL, XML, CSS, HTML, .Net)
• 2-3 years experience with general IT systems and troubleshooting tools (Windows and Linux operating systems, firewalls, routers, proxies, Citrix, NTLM, MS Office, WAN/LAN, Wireshark, Fiddler, MRTG, OSI model)
• Strong logic, reasoning, and math skills
• Exposure to software development, debugging, documentation, and troubleshooting
• Exposure to programming, ideally in some c-like language
• Ability to manage challenging customer interactions
• Proven ability to manage priorities
• Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing: Must have technical writing capabilities
• English language, but additional German or Japanese language skills would be ideal

Essential Duties and Responsibilities
• Provide break/fix technical support by responding to and following up, via CX and phone, on technical issues reported by our clients
• Ensure customers are satisfied with RightNow products and services by providing Radical Customer Care
• Maintain high customer satisfaction results on individual agent surveys
• Meet Service Level Objectives for specific Customer Care Support package goals
• Provide expert guidance and recommendations to ensure our customers’ success
• Advise clients of RightNow best practices
• Encourage customers to maintain release on most current product version
• Work with RightNow customer project managers as needed on client technical issues to ensure implementation milestones and best practices are achieved
• Work with Cloud Operations, Professional Services, Sales and Development groups to meet customer needs
• Help maintain and improve internal and customer facing knowledgebase
Preferred Knowledge, Skills, Abilities, and Background
• Experience with CRM, SFA, MA or Customers Service applications a plus
• Superior RightNow product knowledge and hands on product experience a plus
• Security clearance
Applicable Company Background
• Siebel, Kana, Egain, Cisco, Oracle, MarchFirst, iPlanet, Scient, Razorfish, Proxicom, Viant, Nervewire, Sapient, SAP, JD Edwards, Peoplesoft, Blue Martini, Broadvision, CommerceOne, Ariba, eShare, Answers.com, Serviceware, SalesLogix, iCommunicate, eShare, Clarify, Zoot

Are you motivated to join the Technical Support team at the leader in On Demand Customer Experience Management software? Are you experienced in troubleshooting technical issues? Do you enjoy being the first point of contact for the technical needs of customer accounts? Would you thrive in a fast paced environment? If so, we’d like to speak with you.
We offer the opportunity to work with Designated Contacts within our customer client accounts to assess the nature of product or service issues and resolve extremely technical or sophisticated support problems. As an Oracle RightNow Technical Support Engineer, you would be part of a team who provides customer leadership by delivering best practices, pro-active solution support and trouble shooting of highly technical issues.
You will be responsible for fostering continual improvement of the customer experience, setting and maintaining high standards of performance and ensuring timely delivery with the greatest possible quality while maintaining customer data security. Your goals and objectives will align with RightNow’s core values: growth, customer-focused, success-oriented and high ethics.
As a global company, our technical support team is a 24x7 operation. This role requires shift work or occasional work during non-standard business hours, coverage during public holidays, and possibly travel.