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Job Posting Title
Job Title Technical Analyst 2-Support
Organization Name AE31 - Cloud Services - Taleo - ORCL USA
Department Description
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 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.
Job Requirements
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 & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Additional Details
Oracle Taleo's Customer Support group is looking for a Customer Support Engineer with a passion for delivering superior customer service, strong analytical and communication skills, and enjoys working with computers, the Internet, and software. The ideal candidate must be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a customer service role. We're looking for individuals with strong time management and troubleshooting skills who know how to push results efficiently and effectively.

If you have prior experience supporting users of Enterprise Web applications coupled with additional experience as described below, you may be just what we're looking for:

Provide a memorable customer experience with EVERY customer contact, ensuring the professional handling of every assigned service request
Provide telephone and portal support to internal and external customers
Perform efficient incident management while meeting response requirements
Understand and assess customer-reported issues to determine prioritization
Serve as an internal knowledge resource for other members of the organization
Analyze and validate issues transferred to R&D
Act as liaison between customers, R&D, Production and Services
Learn, understand, maintain and contribute to internal support processes
Analyze, develop, and improve internal processes
Maintain strong adherence to Service Level Agreements
Participate in special projects, as assigned
Qualifications
Bachelor's Degree preferred
3 to 5 years experience in customer service
Experience with SQL and Oracle databases
Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English and any other major languages
Excellent knowledge of the Internet and software such as Outlook, Excel and Intenet browsers, etc.
Help desk experience desirable
Application Help Desk experience with Customer Relationship Management (CRM) systems desired
Strong problem solving skills
Exceptional research skills and resourcefulness
Ability to work with a globally distributed team without direct supervision.

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