Life Sciences Cloud Apps Support Engineer - working in shifts

Employer: Oracle
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 16.02.2019
    Short company description

    Explore Oracle and become our next great hire!

    With more than 420,000 customers - including 100 of the Fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems.

    Currently counting over 4100 employees in the Bucharest and Iasi offices, Oracle Romania has been prominently listed as one of the „Most Desired Employers” in the local market over the last 6 years, including the top rank for the past 3 years.

    Oracle is a key contributor globally to IT education through its Oracle Academy Program. Oracle Academy currently supports 664 institutions and over 52,000 students in Romania. In 2016 we are training 200 teachers in Java Fundamentals and Java Programming.

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    Oracle is constantly recruiting for a variety of departments, looking for talented candidates with both technical and non-technical background. The ideal candidate would be the one with high potential and ability to learn and adapt quickly to a fast changing, innovative and demanding environment. If you’re looking for insight into life at Oracle, explore our culture, or want to join the social conversation, check out our Oracle Facebook Community.

    Requirements

    The position is technical support for Life Sciences Cloud applications used predominantly for clinical studies. The role would entail providing technical support with assignments ranging from simple to complex in nature where judgment may be required in problem resolution and customer guidance.

    The successful candidate must balance her or his product knowledge and skills with a high level of customer service objectives in all stages of work.


    Skills we look for would be

    ·Essential >1 year of experience in a technical support environment

    ·Essential - Customer Service Skills & Excellent Communication, both written and verbal

    ·Essential - Organizational skills and excellent timekeeping

    ·Essential - Excellent verbal and written English capacity

    ·Highly desired – familiarity with

    ·Highly desired - Common IT applications and common hardware knowledge

    ·ITIL Certification and SQL knowledge

    ·Desired – IT related degree

    This job requires availability to working in

    Ultimately, this is a mid-level support role for SaaS products providing technical assistance for how-to questions ranging from simple to complex in nature where judgment may be required in problem resolution and customer guidance.

    Responsibilities

    Responsibilities:



    •Technical support for functionality questions, errors and Cloud unavailability; performance and technical issues (team does not handle non-technical issues)

    •Restore service/functionality to the user with target of resolving circa 50% of technical issues; keep knowledge articles updated

    •Receive, acknowledge & prioritize issues reported from customers via support requests and phone calls

    •Triage role to route issues through to second-level technical support and Cloud hosting teams; act as a liaison between groups

    •Handle communication re maintenance to customers from Cloud hosting teams