Job expirat
BRIEF POSTING DESCRIPTION:
You will be responsible for providing world class application end user support to external CRM OnDemand, UpShot Edition, & Contact OnDemand customers. In this position, you will provide support services to Oracle’s CRM OnDemand customer base, specifically in the area of end user questions, problems, and general product inquiries. Follows standard practices and procedures in analyzing situations or data where answers can be readily obtained. Normally receives detailed instructions on most work during training. Customer service skills combined an ability to troubleshoot technical and application issues will be a key factor to succeeding in this position.
DETAILED DESCRIPTION:
As an Associate Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means) and/or provide assistance and guidance to your team members as and when required.
ADDITIONAL RESPONSIBILITIES:
- Support and maintain effective relationships with customers and operational partners.
- Answer an average of 30-50 daily inbound support calls from external customers in order to resolve or escalate issues using appropriate and documented processes.
- Monitor and respond to incoming web service requests, resolving and / or escalating issues using appropriate and documented processes.
- Assist business operations through existing procedures in its continuous effort to communicate, enforce, and inform any and all system changes that effect our global population.
- Develop a complete understanding of CRM OnDemand, Upshot Edition and Contact OnDemand product lines.
- Attend training pertaining to assigned software products.
- Other duties as required
JOB REQUIREMENTS:
- Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures as this is an technical position at Oracle.
- Preferred Qualifications: technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
ADDITIONAL EXPERIENCE:
- 1 - 2 years experience supporting medium to large applications.
- 2 - 3 years experience providing end user support external customers.
- 1 – 2 years experience using CRM and reporting applications preferred.
- Experience with Microsoft Windows and MS Office applications; specifically EXCEL, Word, PowerPoint and Electronic Mail.
- Hands on experience in the areas of hosted application support, call center experience, or general customer service skills.
KNOWLEDGE/SKILLS:
- Ability to interact effectively with other technical and non-technical resources
- Ability to quickly establish comfortable & effective working relationships
- Ability to work as an integral part of a team and provide constructive suggestions
- Understanding of client/server and Internet concepts and techniques
- Strong oral and written technical and interpersonal communication skills including sensitivity to user community.
- Excellent organizational skills
- Demonstrated ability to analyze and evaluate complex data
- Ability to manage multiple tasks at one time
- Highly motivated - self starter
- High technical aptitude and problem solving skills
- Ability to problem solve and meet deadlines
CAREERS WITH A GLOBAL DIMENSION
Looking for a career that will let you work with the brightest minds in the industry? Want to be part of a global team that\\\'s changing the way the world does business? Consider Oracle Corporation. Oracle is home to 50,000 professionals in more than 100 countries.
Oracle Corporation started as a representative office in Romania in 1995, given the increase in the number of Oracle products users and also to the development of complex projects based on Oracle solutions that required local expertise. Oracle was the first big multinational software company, which opened an office in Bucharest.
The reasons for which Romania has been included as business area in the Oracle EU Enlargement Countries organization are the following:
-the fast growth the Romanian IT & C Sector
-the highly prepared specialists
-the steady economic development
In Oracle Romania you would be working pro-actively with customers and partners to exploit and optimise the capabilities of the Internet via e-business and information flow.
Oracle is teamwork orientated, which means it s easy here to strike up good friendships in a truly multicultural environment (employees interacting with 28 countries / 20 languages).
We are looking for ambitious professionals who are hungry for career progression and its substantial rewards: individuals who appreciate the advantages of working with people from different cultures with the same dedication to teamwork and excellence. We want candidates who possess drive, initiative, enthusiasm, and who are flexible and good team players.
In return, Oracle Romania will provide you, as a professional, with the opportunities and career progression that will shape you both personally and professionally.
