Job Information
Oracle Senior Technical Analyst in ZAPOPAN, Mexico
Job Description
Oracle B2C Service is a comprehensive cloud-based customer service and support software platform designed to help businesses and organizations manage and improve their customer service operations. It provides a range of features and capabilities that empower organizations to deliver exceptional customer service, streamline support processes, and enhance customer satisfaction. Here's a deeper overview of Oracle Service Cloud. Oracle Service Cloud is used by a wide range of industries, including retail, telecommunications, financial services, healthcare, and more. It is suitable for various customer service and support use cases, such as call centers, help desks, technical support, and customer relationship management (CRM).
Qualifications:
Strong troubleshooting skill
5 - 7 years of experience in a technical troubleshooting team or support role preferably
Experience working in a Technical Support Role preferably in a SaaS with a passion for customer experience
Highly empathetic and great at communicating complex information in a digestible format to Support Specialists and customers at all knowledge levels
SQL knowledge (Mainly DQL experience)
Basic Linux knowledge (moving around the file system)
Python and/or JavaScript knowledge
Responsibilities displayed in the job postingKey Responsibilities:
Advanced Technical Support: Provide advanced technical support and consultation for our clients, addressing intricate challenges and assisting them in optimizing their Oracle B2C implementations.
Technical Leadership: Serve as a technical authority within the support team, guiding junior engineers and contributing to knowledge sharing and skill development.
Performance Optimization: Analyze client configurations, workflows, and integrations to identify opportunities for performance improvements and efficiency gains.
Escalation Handling: Manage and resolve high-priority and complex support escalations, coordinating with cross-functional teams to ensure timely and effective resolutions.
Proactive Issue Prevention: Implement proactive measures to prevent issues and improve system stability, including regular health checks and monitoring.
Innovation and Product Feedback: Stay abreast of industry trends, product updates, and emerging technologies, providing feedback to influence product enhancements and roadmap direction.
Documentation and Knowledge Sharing: Create comprehensive technical documentation, knowledge base articles, and best practice guidelines to assist clients and colleagues.
Client Training and Workshops: Conduct training sessions, workshops, and webinars to educate clients on advanced features and capabilities of Oracle B2C.
Responsibilities
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 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)
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer