G#! j` 职位描述/要求：Job Title:Technical Analyst -Support
-j9R%+YW< +: d))r=n Organization NameOracle Global Customer Support
O! u B |* yXw xq(32 Department Description
";e0-t6: V@K}'f~ This support position is specific to the
Oracle product Primavera in the Project, Program and Portfolio
management product suite.
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k?i P I=^%l7 Brief Posting Description
qD#-q vn q#PGcCtu ^ :Q |,oy ][bz5aV Detailed Description
SJ7>*Sa(u$ *(d^ k; As a Support
Engineer, you will be the technical interface to customers, Origina l 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 con tact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). You must be able t o work with general guidance from senior support engineers and management and, i n some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
a @,tf'Sr ( L RX Job Requirements
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[s? ;wprH Xjq Duties and tasks are standard with some variation. Completes own role largely in dependently within defined policies and procedures. You are required to have one year prior working experience with Oracle products (or at least two years related experience without Oracle products) and are required to have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering /Math/Physics/Chemistry with a minimum 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.).
&TWO/F+Y g)&-S3\ Additional Details
/IV :JVT <WBGPzVZE 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.
? *I9 rT}d<c Sf 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. 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.
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|? Knowledge and Skills:
~P6K)V|@< · Excellent analytical and problem solving skills
Cfz1\a&V{ · Detail oriented
7P|(j<JX6' · Comfortable, and successful, in multi-tasking
Bdbw!zRR$ · Excellent track record in providing outstanding customer service
\wDO E(> · Ability to work independently and within a global team
aeBth { · Strong written and verbal communication skills - fluent English
S-f3rL[? · Ability to aggressively multi-task and a strong technical aptitude
bR&hI9`%F · Knowledge/Experience in Project, Program or Portfolio management is desirable, but not required
W+K=M*^D;c · 2+ Years in a customer support environment with proven success working with customers also is desired
