Technical Support Engineer - BigMachines (CRM/eCommerce/CPQ)

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:
• Ability to understand the customer’s business and work as a business partner.
• 3-5 years experience preferred working on technical projects.
• BS or MS degree in Computer Science, Business, or a technical field from a reputable 4-year college/university.
• Experience and comfort with web programming technologies such as HTML, JavaScript and XSL.
• Excellent problem solving, critical thinking, and analytical skills.
• Quick learner; able to learn new technologies and new programming languages on own as necessary.
• Knowledge of user interface design and web design constraints.
• Outstanding oral and written communication skills.
• Experience with eCommerce and CRM solutions is helpful, but not required.
• Willingness to work off hours (nights and weekends) as urgent customer needs dictate.
• Committed team player with the ability to function both independently and as part of a team.
• Must be personable, friendly, and able to work efficiently under time constraints.
• Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
• Demonstrated proficiency in advanced technical support for 9-12 months.

Essential functions
• Ability to establish and maintain effective work relationships with coworkers, customers, subordinates and senior leadership.
• Ability to organize work effectively, conceptualize and prioritize objectives, exercise independent judgment and discretion based on an understanding of organizational policies and activities.
• Ability to multi-task and manage multiple projects.
• Ability to communicate effectively by phone, in person, and in writing.
• Ability to use a personal computer and other office equipment.
• Ability to perform supervisory functions and direct a team of consultants (as required) to meet customer needs

Oracle Cloud CPQ (Configure, Price and Quote) provides a flexible, scalable, enterprise-ready CPQ solution ideal for large companies looking to optimize complex selling processes. Oracle Cloud CPQ, the industry’s most awarded and trusted solution, invests more in R&D than all of our competitors combined and is backed by the expertise, training and support services of the largest cloud CPQ provider.

Responsibilities:
• Analyze potential customer solutions.
• Identify and resolve customer inquiries; develop appropriate solutions quickly and effectively.
• Clearly articulate and communicate with customers to provide a solution or path to a solution.
• Train customers to maintain and update their own BigMachines solutions.
• Effectively utilize the BigMachines platform, middleware solutions (WebMetholds and/or Cast Iron) and web technologies including XML, HTML, XSL, CSS and AJAX (JavaScript) to meet customer requirements.
• Deliver world-class customer service; provide service process feedback as necessary.
• Facilitate open communication with other departments to expedite customer issues from start to finish.
• Identify and analyze ways to determine common trends for process improvement.
• Function efficiently in a fast paced environment.
• Participate in the weekly and quarterly on-call schedule.
• Mentor colleagues to become Subject Matter Experts (SME’s).
• Ensure adherence to best practices to deliver long-term value.
• Evaluate fixes from a Total Solutions perspective.
• Create and facilitate internal training courses in SME areas.