Oracle Technical Analyst 1-Support in Bengaluru, India
Technical Analyst 1-Support
Roles & Responsibilities
Monitoring Customer events board 24
Acknowledge new events and perform correct categorization of issue.
Create Incident based on the Severity / Impact of the issue
Notification of the Incident to the customer via Email or Phone
Perform validation & resolution of Incidents by following a Knowledge article
Provide regular updates to customer based on the severity of the issue
Drive Incident management process through updates and resolution
Escalate Incidents if resolution path is now known
Manage and respond customer emails in a timely manner
Technical Skill set
Basic understanding of UNIX architecture (Solaris, Linux...)
Basic understanding of Database concepts & architecture
Understanding of terminal services such as SSH, Telnet.
Understanding of ticketing systems such as Remedy
Proven Oral and Written communication skills
Detailed Description and Job Requirements
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 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).
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred 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.).
Job Type: Regular Employee Hire