Senior Technical Support Analyst

hace 7 días

Guadalajara, Jalisco, México Oracle A tiempo completo

mdclp
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. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Senior Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 3-7 year's experience with Core products or eight years' experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with GPA OR (for Applications) proven professional/ technical experience, ., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Career Level -

Key Responsibilities


• 3+ years implementation, support, consulting and/or development experience in the area of functional or technical domains of enterprise CRM application environments such as Oracle CX Sales, Siebel, EBS, PeopleSoft or related CRM


• Well-developed troubleshooting and diagnostic skills


• Experience in one or more of the following: log reading, SQL tuning, knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware


• Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data.


• Working experience in XML, web services, java, JavaScript, PLSQL, databases and Groovy scripting


• Exceptional troubleshooting and problem-solving abilities.


• Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.


• Apply considerable support/development/implementation experience to support and or lead large-scale implementation projects


• A deep understanding of underlying technologies, business process expertise and support process knowledge to interact with a broad spectrum of people within Oracle and customers as they encounter issues during various lifecycle phases.


• Act as a trusted advisor to support management and customers


• Quickly master complex technical and functional areas


• Interact frequently with senior management in the support and development chain and present to large and small groups on technical and functional topics.


• Be able to influence product design by providing feedback to development.


• Help define/refine future support processes.


• Coach, mentor and train your peers.

Behavioral


• Detail Oriented


• Ability to influence and build cooperative relationships with wide range of key participants, from business executives to technical specialists.


• Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.


• Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.


• Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.


• Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.


• Ability to persevere in the face of obstacles and ensure customers' success.


• Able to work well with limited daily supervision.


• Process orientation preferred.


• Self-starter, takes initiative when opportunities arise

Education

(Computer Science) or equivalent preferred.

Other qualifications with adequate experience might be considered.

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