Oracle Retail Technical Support Engineer

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Angajator: Oracle
  • IT Software
  • Tip job: full-time
    Nivel job: peste 5 ani experienta
  • Actualizat la: 04.09.2021
    Scurta descriere a companiei

    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.



    · Minimum 2-5 years of technical support or customer service experience.

    · Fluent in written and verbal English.

    · Proven experience in an application software environment working with Oracle Retail Applications and/ or Oracle Applications. Support for IT applications it is an advantage.

    · Experience in Retail or Manufacturing disciplines of Merchandise/Materials Planning, Financial Planning, Forecasting, Replenishment, Warehouse Distribution, Store Operations is not necessary but would be considered an advantage

    · Knowledge on relational DB-models and SQL or PL/SQL preferred

    · Any previous experience with Java/C and ProC

    · Basic Unix skills preferred (AIX, HP, Solaris, Oracle Enterprise Linux)

    · Excellent analytical and problem-solving skills

    · Comfortable, and successful, in multitasking

    · Ability to take a task (often with limited direction), determine a course of action, and see the task through to completion

    · Detail oriented with the ability to learn quickly, and be a process minded person

    · Good verbal and written communication skills preferred

    · Project management experience desired but not required

    · Proven experience with Forms, ProC, Java and J2EE technologies on web applications support or development it is an added advantage.


    · B.S in Information Technology, Computer Science or equivalent.

    · Other qualifications or certifications within the IT domain might be considered.


    · This job may require flexible work hours or 2nd shift work hours



    · The successful candidate will be responsible for researching, resolving and responding to customer complex issues across the product line and product boundaries in accordance with current standards

    · Can have lead role and/or supervise other personnel

    · Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.

    · Maintain product expertise in assigned cluster

    · Work towards adopting and contributing to new processes and tools (Web Conferencing, diagnostic methodology, health checks, scripting tools, etc)

    · Contributing to Knowledge Management content creation and maintenance

    · Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the customer experience and improve the Oracle product

    · Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area

    · Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model

    · Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

    · Service request resolution in a collaborative environment with the customer

    · Reducing escalations

    · Operating within Oracle business processes and procedures

    · Respond and resolve customer issues within Key Performance Indicator targets

    · Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests

    · Debugging code related issues and providing potential design solutions