北京招聘

Job Posting Title IRC2456188

Job Title Technical Analyst 3-Support

Organization Name Oracle CRM On Demand SUPPORT

Department Description



Oracle Technical Support is dedicated to assisting our customers and partners in resolving problems experienced during implementation, administration and maintaining the Oracle CRM On Demand applications. It is a Traditional Software-as-a-Service (SaaS) deployment managed by Oracle at its world class SLDC hosting facility. Oracle CRM On Demand application and products are mission critical tools for our customers. The support personnel contribute to continuous product and service improvement by identifying complex issues, performing product and documentation reviews, taking initiative for process improvement and internal systems design.



This role is available within the Oracle CRM On Demand Product Support group. This group handles issues and provides support across a wide range of the functionality, covering for example general user functionality that manage customer sales, customer services and marketing information, vertical industry functionality, Email Marketing, Workflow, Assignment Manager, Analytics Reports and Integration using Web Services.



RESPONSIBILITIES:

· To manage and resolve Service Requests logged by customers on Oracle CRM On Demand products and contribute to proactive support activities according to product support strategy and model;

· Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, system tools, etc);

· Contributing to Knowledge Management content creation and maintenance;

· Participating in Root Cause/Corrective Action activities 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.



QUALIFICATIONS:



· The ideal candidate should have a degree in Computer Science or an equivalent degree;

· Ideally minimum of 4 years experience working within the IT industry, with a proven understanding of applications at a functional and technical level (preferably Siebel CRM)

· Prior applicable support experience in a technical support environment

· Demonstrated analysis, problem solving and troubleshooting expertise

· Candidates must have technical competence including general understanding of IT and enterprise software, specifically (“on-demand”, SaaS), networking, hardware, and implementations

· Ability to multi-task and perform effectively under pressure

· Comfortable interacting with all levels of management and roles within the client organization

· Ability to effectively prioritize and escalate customer issues as required

· Excellent communication and presentation skills to effectively explain a solution to a customer's problems

· Detailed, organized and results oriented

· Enthusiasm, strong work ethic and a positive attitude

· Ability to learn and assimilate technical information quickly

· Ability to manage to service levels and conduct regularly scheduled customer meetings

· Experience in transferring knowledge to others (coaching & mentoring), sharing information.

· Working knowledge of enterprise integrations including batch interfaces and Web Services. Experience with XML, HTTP, HTTPS and Java Script.

· Siebel Analytics or OBIEE experience. Familiar with SQL for querying data sources, gathering information, and analysis

· Experience using network troubleshooting tools such as ping, traceroute and nslookup.

Brief Posting 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.

Detailed Description

As a Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job Requirements

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Additional Details

Professional level fluency in English. Japanese language a plus.

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn