济南招聘

职位描述：
此职位薪水需要通过面试，根据语言和技术能力综合评定
Customer Service Analyst 2-Support
Preferred Qualifications
As a member of the Global Support organization, you will resolve customer technical inquiries generated from our clients. Your primary focus is to provide level two support including problem resolution within published goals using the Oracle resource knowledge base.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, support entitlements and validation, electronic support troubleshooting and product availability. You will handle open service requests that are dispatched, implement fixes, (i.e. document the case for escalation), analyze the hardware or software problem and document news solutions in the Oracle knowledge management application. Support may be delivered via electronic channels (web, e-mail, etc.) or phone.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. The main focus of the position is Oracle Retail Open Commerce Platform and Oracle Retail Order Management System Cloud (Saas) Services.

Work as a liaison between the customer base and Oracle Product Support to troubleshoot issues related to the Oracle Retail Applications.
Collaborate with colleagues across the RGBU Line of Business to help facilitate innovative solutions and drive continual improvement of our Retail Applications
    Document new solutions found within the Oracle knowledge management application
    Work closely with the development staff to identify and resolve core issue
    Evaluate emerging technologies for feasibility and integration analysis
    Clear, effective and pro-active communication with the Team Members, Oracle Managed Cloud Customers and Oracle Product Support
    Exceptional diagnostic and troubleshooting skills

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 or above releases)
    Experience with Microsoft SQL Server, and Oracle Database
    Familiarity with scripting tools(Batch, Powershell, Kornshell, Perl, and Unix)
    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.
    Fluent in both Oral and written language for English and Mandarin
    Experience in the use of XML scripting
    Functional experience of Business to consumer (B2C) model
    Functional Product experience e-Commerce and Order management, supply chain management, inventory management
    Industry knowledge while working in retail settings is helpful
    At least 1-2 years of related experience.

Our ideal candidate will demonstrate the following: excellent communication skills, able to demonstrate prior skills and abilities, ability to prioritize, multi-tasking capability, contribute to the team and be an effective team player, and can demonstrate a commitment to ensuring customer success.
 
 
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.

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 little direction from 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. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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.
Job: Support
Travel: Yes, 25 % of the Time
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