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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.
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.).
Responsibilities
Oracle Financial Services Global Business Unit (FSGBU) is a world leader in providing IT solutions to the financial services industry. 900+ financial institutions spread across 130 countries run the FSGBU Banking products, servicing millions of customers every day, using a variety of channels from traditional branch outlets to digital/contactless payments. These financial institutions need a trusted partner that has expertise and knowledge to offer industry-leading assistance. These institutions want to rely on product specialists and techno-experts who think out of the box and guide them with holistic and systematic solutions. They need an “ace team” who excel in proactive monitoring and troubleshooting that reduces instances of business disruptions and avoids reactive situations. We, Oracle Banking Support team, are well poised to meet these expectations of on-premise as well as SaaS customers. We are strengthening our support offerings to ensure our customers are equipped for today and ready for the future with emerging technologies, cloud and more.
You are keen to work on a large spectrum of state-of-the-art technologies in a real time, high volume, mission critical environment. You are eager to experience the thrill and joy of getting customer accolades for skillfully managing critical situations, You have an appetite to hone your communication skills for CxO level customer interactions, You look forward to developing your skills in efficiently offering Day-2 services to SaaS customers … you should be part of our enthusiastic and young team of specialists that have set the footprint globally.
Ability for effective issue triaging, good handle on debugging skills, responsive attitude and temperament to handle pressure situations is a must. Technical expertise in more than one area (Oracle Database, PL/SQL, leading Application Servers, popular Web Technologies, Rest API) is essential. An experience on Banking Product Support or Development / work experience in Bank IT is highly preferable. A good flair of communication skills, especially for customer interactions and critical situation management, will be an added advantage. A good familiarity with Spring Framework, Spring Boot, Oracle JET & Microservices arch. based applications will be icing on the cake.
About Us
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
