Tuesday , November 30 2021

Oracle Job Openings – Customer Service Technical Support

Website Oracle

Job Description:

We’re looking for Customer Support Administrators to own Tier 1 Technical Support. You’ll be supporting enterprise Oracle applications, and the troubleshooting is NOT so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to suss out issues, investigate network problems (“your side? our side? let me dig into this for you…”), and help users navigate bugs or outages. This job is on-site in Columbia, MD (Columbia Gateway/Snowden River Pkwy), and candidates must be available 24 hours/day including weekends and holidays.

Job Responsibilities:

  • Be the first line of telephone contact for our customer base – You are the face of Oracle Support
  • Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
  • Provide first line application support for a wide range of product or systems related service requests
  • Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
  • Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group
  • Take ownership of SRs and monitor through to resolution – this includes SRs passed to other teams or external partners
  • Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress
  • Contribute to Knowledge by actively commenting and providing feedback on KM articles.
  • May reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve
  • Carry out other duties as reasonably requested by your line manager

Job Requirements:

  • Customer Focus – the ability to empathize with customers to deliver phenomenal customer service
  • Strong attention to detail and accuracy
  • Good interpersonal skills and a team player – able to work as part of multi-disciplinary teams
  • Excellent verbal and written communication skills

Qualification & Experience:

  • Some professional IT experience
  • A passion for tinkering: building their own PCs, setting up personal networks at their house, etc.
  • Preference for troubleshooting and solving problems rather than “plug-and-play” solutions
  • Network+, CompTIA A+, Cisco, or related certifications are a big plus
  • SQL knowledge comes in handy on the job

Job Details:

Company: Oracle

Vacancy Type: Full Time

Job Functions: Administrative

Job Location: Hagerstown, MD, US

Application Deadline: N/A

Apply Here

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