北京招聘

职位描述：
http://www.oracle.com/cn/corporate/features/marketing-automation/index.html

Job Description
Technical Analyst 2-Support English/Japanese
Preferred Qualifications
Oracle Marketing Cloud (OMC) Eloqua Product Support Engineer for English & Japanese Languages Speaking (Dalian)
Objective:
As a Support Engineer of Oracle Marketing Cloud (OMC) for Eloqua product, act as the technical interface to customers and responsible for resolution of problems through research, collaboration or problem replication.

Responsibilities:
Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in OMC Eloqua product.Manage customer’s escalations/expectations and ensure timely delivery of high quality resolution on technical issue focusing on root cause analysis and prevention.Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.The prospective candidate should draw upon all resources at Oracle, to advise and consult on the use of Eloqua technologies to avoid such problems in the future.Educate and walk the customer through the problem-solving processAdopt appropriate diagnostic methodology & procedure when handling and documenting technical issues.Collaborate on cross-team and cross-product technical issues by working with resources from other groups (including Problem Management, Development, Operation and Escalation teams) as needed to resolve customer issues.Research and study on Eloqua features, keep abreast of new releases and functionalities or related technologies to maintain product expertise.Write technical articles on Eloqua product for the Knowledge Management.
Requirements & Qualifications:
Candidate should possess the following skills & competencies:
Knowledge of Java, HTML, XML, Rest APIs, Web scripting/services and internet technologies will be advantageous.Great problem solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.Must have strong customer-centricity mindset and the passion to work in service support line of business including providing preventive support and proactive advice.Excellent interpersonal communication and written skills in English and Japanese is a MUST. You should also possess the ability to synthesize well internally among teams and with customers.Able to work with minimal supervision, self-motivated, self-directed and take initiative to collaborate with members locally or globally across different geographical timezone.Requires discretion and independent judgment in a dynamic environment to anticipate and assess ambiguous situations especially when dealing with customers.Proven experience delivering high performance enterprise-wide software or SaaS application support or consulting.BE/ME in Computer Science, Engineering, related field or equivalent.
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.

As a 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 support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree 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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job
: Support
Travel
: No
Location
: CN-CN, China-Dalian
Job Type
: Regular Employee Hire
Organization
: Oracle 举报 分享

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