Customer Service Analyst 1-Support
Location: Solon, Ohio
Posted: November 11, 2016
Reference ID: 160018UD
Specific responsibilities include:
Provide support for the Oracle Retail Point of Sale server applications
Collaborate with colleagues across the RGBU Line of Business to help facilitate innovative solutions and drive continual improvement of our POS applications
Document new solutions found within the Oracle knowledge management application
Work closely with the development staff to identify and resolve core issues
Evaluate emerging technologies for feasibility and integration analysis
Preferred Skills and Qualifications:
BS/BA in Computer Science or equivalent experience
Strong experience with Microsoft Windows(XP, Embedded Platforms, 7, 10, Server 2008, Server 2012)
Experience with Microsoft SQL Server, and Oracle Database
Familiarity with scripting tools(Batch, Powershell, Kornshell, Perl, Java)
Centralized patch management
Accomplish tasks with minimal supervision
Outstanding customer service and communication skills (written and verbal)
Thrive in a dynamic environment
Demonstrated track record of self-motivation, innovation and acquisition of new technologies.
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.
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
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 or any other characteristic protected by law.