Oracle Retail Technical Support Engineer

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.

Qualifications:

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.

Education:

B.S in Information Technology, Computer Science or equivalent.
Other qualifications or certifications within the IT domain might be considered.

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.


Responsibilities:

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.