Technical Support Specialist
4 weeks ago
As part of the Oracle Service Cloud, we support nearly 2000 global customers who serve more than 8 million users per day on Oracle Service Cloud - a cloud based technology platform that empowers our customers to engage directly with their customers through great social, web, and contact center experiences. Oracle Service Cloud Technical Support is a global organization. Our US support centers collaborate with our international support centers in Romania, Mexico, and the Philippines to deliver great customer experiences. This position will be Sunday, Monday, Tuesday, Wednesday and Thursday starting at 6am-3pm. If you have the skills, are passionate about problem solving, great customer experiences, and the power of teamwork, we invite you to apply for the position of Support Engineer.
Job description
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.
4-5 years of Java programming, SQL/MySQL, some cloud/SaaS experience, tooling such as Java and Confluence etc.
Responsibilities
As a support engineer, you will be the technical interface to Oracle Service Cloud customers that choose to extend the product functionality beyond what comes out of the box. You will work directly with Oracle customers via the phone as well as our products. You will work with APIs to assist customers that have integrations with other technologies. You will use your technical skills and experience to determine whether a technical issue is the result of the customer’s implementation, or if there is a product defect. You will work with internal teams to improve the product over time, and you’ll even assist in contributing to our ever-growing knowledge base
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