Support Analyst

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Oracle, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Support Analyst at Oracle plays a pivotal role in ensuring the seamless operation of our software solutions by providing exceptional technical support to clients and internal teams. This position requires a proactive approach in diagnosing and resolving issues, alongside effective communication to facilitate a high level of customer satisfaction. The Support Analyst will collaborate with cross-functional teams to implement enhancements and ensure high-quality service delivery, contributing to Oracle's commitment to excellence in customer engagement and software performance.

Job Responsibilities

• Provide high-quality technical support for Oracle software products, assisting customers with troubleshooting and issue resolution.
• Analyze and document customer-reported problems, effectively categorizing and prioritizing issues.
• Collaborate with development and product management teams to communicate customer feedback and advocate for product improvements.
• Create and maintain comprehensive knowledge base articles and documentation for internal and customer use.
• Participate in regular training sessions to stay updated on new product features and enhancements.
• Handle escalated support cases and serve as a technical point of contact for complex issues.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in a technical support role, preferably in a software or technology environment.
• Strong problem-solving skills and the ability to analyze complex data sets.
• Excellent verbal and written communication skills, with a strong customer service orientation.
• Familiarity with Oracle software products and technologies is highly desirable.
• Proficiency in troubleshooting application issues, including a good understanding of databases and networks.

Technologies & Tools

The Support Analyst will work with a variety of technologies and tools including Oracle database management systems, ticketing systems (such as ServiceNow or Zendesk), and remote assistance tools. Familiarity with SQL and scripting languages will be beneficial for troubleshooting and data analysis.

Ideal Candidates

Ideal candidates for the Support Analyst position at Oracle are analytical thinkers who demonstrate a keen ability to resolve issues efficiently and effectively. They possess a strong technical background complemented by excellent communication skills, enabling them to convey complex information clearly to clients and team members. Moreover, successful candidates will have a customer-centric attitude, actively seeking to enhance the user experience through thoughtful problem resolution and collaboration. Adaptability and a willingness to learn in a fast-paced environment are also critical characteristics for this role.