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Preferred Qualifications Technical Analyst 3-Support (JoinOCI-Edge)
We arecontinuing our fast-paced growth, bringing on new customers around the worlddaily. Our Enterprise Technical Support team is responsible for making sure ourenterprise customers receive prompt & informative answers that quicklysolve any question or issue they have encountered. Often you are assisting themakers of your favorite web site and/or smartphone app, a startup just startingto make itself known, and even Fortune 500 companies.
Forthose who want a challenge, want to dive in deep and learn the technologies ourproducts are built on, and love to provide customers with the exact experiencethat you would expect in their shoes, this is the position for you.Hours: 6pm - 4:30am EST Tuesday - Thursday (30 min unpaid meal break) Job Duties include:
Provide exceptional customer service, technicalassistance, and training to internal and external customers.
Prompt and accurate response to questions from customersand prospective customers about the features and capabilities of our services.
Identify best practices for services in customer'saccount(s) and advises corrective action(s).
Assess ticket priority, escalates as necessary throughproper channels to resolve issues in a timely manner.
Resolve issues timely and accurately to help the teammeet expected metrics and SLAs.
Maintain the highest level of confidentiality andsecurity regarding our customers' accounts, assigned company equipment, andcompany systems.
Monitor release notes to obtains understanding of new orupdated services.
Participate in night, weekend, and holiday on-callrotation for DynECT platforms as coverage is needed, sometimes on short notice.
Prepare evaluations of services or processes andrecommend improvements.
Develop customer-facing or internal documentation on anas-needed basis.
Communicate customer needs and wishes to leadership team.
Should have a passion for technology and troubleshootingcomplex customer problems. Should be able to communicate effectively with otherteam members as well as members of the Sales, Engineering, and Operationsteams.Skills and experience:
Minimum of five years of experience in a technologyrelated field or discipline;
Experience with customer success strategies, technicalsupport / helpdesk, and/or sales engineering roles.
Experience in networking: virtual private networks, loadbalancing, and public/private DNS.
Should be able to work a schedule that includes Saturdayand Sunday; should be able to also work a flexible schedule (days, nights, weekends,and/or holidays) as part of a 24/7 on-call team (rotation), as needed
Comfortable communicating solutions to customers across awide variety of skill-sets.
Able to work autonomously and collaboratively asappropriate.
Tenacious with a passion for learning new and unfamiliarconcepts.
Comfortable working with customers in person, by phoneand via email.
Cultural fit is important. You should embody our corevalues of trust, passion, performance and respect.Desired Skills:
Ability to write and speak multiple languages
Familiarity with cloud based systems
Orientation with multiple coding languages
As part of Oracles employment processcandidates will be required to complete a pre-employment screening process,prior to an offer being made. This will involve identity and employmentverification, professional references, education verification and professionalqualifications and memberships (if applicable).
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.