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 providing exceptional technical support to clients, ensuring they maximize their use of Oracle products and services. This role involves diagnosing and resolving customer issues, offering proactive solutions, and collaborating with cross-functional teams to enhance customer satisfaction. The Support Analyst will leverage their technical skills to maintain service quality, analyze trends in customer inquiries, and contribute to product development by providing valuable insights based on customer feedback.

Job Responsibilities

• Provide first-level technical support to clients by troubleshooting issues related to Oracle software and services.
• Document and track customer interactions and issues in the support ticketing system.
• Collaborate with development and engineering teams to identify root causes of complex issues.
• Develop and maintain knowledge base articles and user documentation for end-users.
• Assist in training and onboarding new customers on Oracle products.
• Provide feedback on product performance and customer needs to relevant teams.
• Monitor service performance metrics and contribute to continuous improvement efforts.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 2 years experience in a technical support role, preferably in a software or IT environment.
• Strong knowledge of Oracle products and services, as well as database management systems.
• Exceptional problem-solving skills and ability to troubleshoot software issues effectively.
• Excellent verbal and written communication skills, with a focus on customer service.
• Experience with ticketing systems and customer relationship management (CRM) software.

Technologies & Tools

The Support Analyst will utilize various technologies and tools including Oracle databases, support ticketing systems (such as ServiceNow or Jira), CRM software, as well as standard productivity software like Microsoft Office Suite and collaboration tools like Slack or Microsoft Teams.

Ideal Candidates

The ideal candidates for this position are individuals who possess a strong technical aptitude and a passion for helping others. They should demonstrate excellent analytical and interpersonal skills, allowing them to communicate complex technical information clearly to clients. A proactive mindset, coupled with a commitment to continuous improvement and teamwork, is essential for succeeding in this role. Candidates who are adaptive, resilient under pressure, and eager to engage in ongoing professional development will thrive as a Support Analyst at Oracle.