Oracle Retail Technical Support Engineer

Employer: Oracle
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.05.2022
    Short company description

    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.

    Requirements

    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.


    Responsibilities

    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.