Oracle Cloud Services-Taleo Support Engineer
甲骨文（中国）软件系统有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2014-05-12
- 工作地点：大连
- 招聘人数：3
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：英语精通
普通话精通 - 职位类别：高级软件工程师 技术支持/维护工程师
职位描述
Job Posting Title IRC2315634
Job Title Technical Analyst 2-Support
Organization Name Cloud Services – Taleo
Department Description
At Taleo, we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.
Taleo continues to solidify our leadership position as the leading provider of enterprise level workforce solutions with forward thinking global organizations. Our continued growth has resulted in an exciting opportunity within the Support Services department.
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
Taleo's Customer Support group is looking for a Customer Support Analyst who has a passion for delivering superior customer service, has strong analytical and communication skills, and enjoys working with computers, the Internet, and software. You 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 help desk/customer service role.
We're looking for individuals with strong time management skills who know how to push results efficiently and effectively. If you have experience supporting users of Enterprise Web applications and have 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 service request
? Provide telephone and email support to internal and external customers
? Perform efficient incident management while maintaining support quotas
? Understand and assess customer-reported issues to determine prioritization
? Serve as an internal knowledge resource for other members of the Taleo organization
? Have good SQL knowledge and experience
? Analyze and validate issues transferred to R&D
? Act as liaison between customers, R&D, and QA, etc.
? Manage and ensure documentation of assigned incidents, including internal and external communications
? 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 in computer sciences, programming or a related field required
? At least 2 years experience in a support position
? Experience with SQL and Oracle databases
? Strong technical problem solving skills, with an ability to troubleshoot complex application issues
? 3 to 5 years experience in customer service
? Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English
? Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
? Phone/call center experience desired
? 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
Roles and Responsibilities
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. This work includes:
Work directly with Customers for
Advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Manage highly complex and critical customer issues
Serve as Situation Manager on highly sensitive issues
Consult with Management in directing resolution of critical Customer situations
Knowledge gain and sharing - achieve knowledge transfer with teammates through
Development and delivery of formal team training sessions
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles
Operations Management
Analyze work load, determine best practices and implement changes to improve productivity
Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc.
Participate and drive initiatives that
Improve overall product and documentation quality
New products/releases testing and Support Readiness
Beta programs
Customer service improvement
Job Title Technical Analyst 2-Support
Organization Name Cloud Services – Taleo
Department Description
At Taleo, we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.
Taleo continues to solidify our leadership position as the leading provider of enterprise level workforce solutions with forward thinking global organizations. Our continued growth has resulted in an exciting opportunity within the Support Services department.
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
Taleo's Customer Support group is looking for a Customer Support Analyst who has a passion for delivering superior customer service, has strong analytical and communication skills, and enjoys working with computers, the Internet, and software. You 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 help desk/customer service role.
We're looking for individuals with strong time management skills who know how to push results efficiently and effectively. If you have experience supporting users of Enterprise Web applications and have 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 service request
? Provide telephone and email support to internal and external customers
? Perform efficient incident management while maintaining support quotas
? Understand and assess customer-reported issues to determine prioritization
? Serve as an internal knowledge resource for other members of the Taleo organization
? Have good SQL knowledge and experience
? Analyze and validate issues transferred to R&D
? Act as liaison between customers, R&D, and QA, etc.
? Manage and ensure documentation of assigned incidents, including internal and external communications
? 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 in computer sciences, programming or a related field required
? At least 2 years experience in a support position
? Experience with SQL and Oracle databases
? Strong technical problem solving skills, with an ability to troubleshoot complex application issues
? 3 to 5 years experience in customer service
? Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English
? Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
? Phone/call center experience desired
? 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
Roles and Responsibilities
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. This work includes:
Work directly with Customers for
Advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Manage highly complex and critical customer issues
Serve as Situation Manager on highly sensitive issues
Consult with Management in directing resolution of critical Customer situations
Knowledge gain and sharing - achieve knowledge transfer with teammates through
Development and delivery of formal team training sessions
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles
Operations Management
Analyze work load, determine best practices and implement changes to improve productivity
Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc.
Participate and drive initiatives that
Improve overall product and documentation quality
New products/releases testing and Support Readiness
Beta programs
Customer service improvement
公司介绍
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
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
联系方式
- Email：qi.mel@oracle.com
- 公司地址：地址：span天津路名人商业大厦