Support Analyst

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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 is responsible for delivering exceptional technical support to customers, ensuring the smooth functioning of Oracle's software and services. This role demands a proactive approach in troubleshooting and resolving issues while maintaining a high level of customer satisfaction. The Support Analyst collaborates with cross-functional teams to identify and implement solutions, contributing to overall product improvement and service enhancement.

Job Responsibilities

• Provide technical support and assistance to customers via phone, email, and chat.
• Analyze and troubleshoot software issues, efficiently documenting all findings and actions taken.
• Collaborate with engineering and development teams to escalate and resolve complex technical problems.
• Monitor and manage support tickets, ensuring timely resolution and customer follow-up.
• Develop and maintain knowledge base articles to improve team performance and customer resources.
• Provide input on service improvements based on customer feedback and technical observations.
• Assist with onboarding and training new clients on Oracle's software solutions.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in technical support, customer service, or a related role.
• Strong understanding of software systems and database technologies.
• Excellent problem-solving skills with a commitment to delivering high-quality support.
• Proficient in using support ticketing systems and CRM software.
• Effective verbal and written communication skills, with the ability to convey complex information clearly.
• Familiarity with programming languages or SQL is a plus.

Technologies & Tools

The Support Analyst will utilize various technologies and tools, including Oracle software solutions, ticketing systems (such as ServiceNow or Zendesk), remote desktop applications, and database management systems. Proficiency in these tools is essential for effective troubleshooting and customer engagement.

Ideal Candidates

Ideal candidates for the Support Analyst position at Oracle possess a deep curiosity and a strong aptitude for technology. They should be detail-oriented, with a genuine enthusiasm for helping customers resolve their technical issues. Exceptional interpersonal skills are essential, as the role involves frequent communication with clients. A proactive mindset combined with the ability to work collaboratively in a dynamic environment will enable successful candidates to thrive and contribute significantly to the team.