Technical Support Engineer — Oracle Product Solutions

Ll Oefentherapie; United States; On-site; USD 44,000 - 94,000; Full time

Job summary

Oracle in the United States is seeking a Technical Support professional to act as a primary contact for customers, troubleshoot basic issues, and guide resolution with guidance from senior peers.

The role involves documenting resolutions, creating knowledge base articles, and learning to leverage automation to identify root causes while improving support processes and guidelines. Compliance with ITIL-based change management and SLA adherence are emphasized.

Qualifications

• Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Responsibilities

• Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
• Provides technical support to customers by answering technical questions, troubleshooting and resolving simple issues related to assigned Oracle product(s).
• Escalates complex customer technical issues to appropriate technical teams for resolution, as needed.
• Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
• Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
• Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.
• Learns to leverage automation/tooling to discover root causes of common issues and identify potential enhancements to processes, workflows, and best practices.

Skills

Change Management

Detail Orientation

Impactful Communication

Problem Solving

SQL

Job description

Oracle in the United States is seeking a Technical Support professional to act as a primary contact for customers, troubleshoot basic issues, and guide resolution with guidance from senior peers.

The role involves documenting resolutions, creating knowledge base articles, and learning to leverage automation to identify root causes while improving support processes and guidelines. Compliance with ITIL-based change management and SLA adherence are emphasized.