·The successful candidate will be responsible for researching, resolving and responding to customer complex issues across the product line and product boundaries in accordance with current standards
·Can have lead role and/or supervise other personnel
·Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
·Proactive Activities: Activities center on improving the service we deliver to our customers and are not necessarily directly related to customer inquiries
·Maintain product expertise in assigned cluster
·Work towards adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc)
·Contributing to Knowledge Management content creation and maintenance
·Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the customer experience and improve the Oracle product
·Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area
·Reactive Activities: These activities cover our customer response initiatives
·Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
·wning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
·Service request resolution in a collaborative environment with the customer
·erating within Oracle business processes and procedures
·Respond and resolve customer issues within Key Performance Indicator targets
·erate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
·Debugging code related issues and providing potential design solutions
·Minimum 2-5 years of technical support or customer service experience.
·Fluent in written and verbal English.
·Proven experience in an application software environment. Working with Oracle Applications and/or Oracle Server Technologies is not necessary but would be considered an advantage
·Experience in Retail or Manufacturing disciplines of Merchandise/Materials Planning, Financial Planning, Forecasting, Replenishment, Warehouse Distribution, Store Operations is not necessary but would be considered an advantage
·Knowledge on relational DB-models and SQL or PL/SQL preferred
·Any previous experience with Java/C and Pro*C
·Basic Unix skills preferred (AIX, HP, Solaris, Oracle Enterprise Linux)
·AS, Weblogic, WebSphere, Oracle RDBMS, SQL*Plus, Scripting preferred
·Excellent troubleshooting and research skills
·Ability to take a task (often with limited direction), determine a course of action, and see the task through to completion.
·Detail oriented with the ability to learn quickly, and be a process minded person
·Good verbal and written communication skills preferred
·Project management experience desired but not required
·in Information Technology, Computer Science or equivalent.
·ther qualifications or certifications within the IT domain might be considered.
·These jobs may require flexible work hours or 2nd shift work hours
·These jobs may require limited travel to customer sites or training sites