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.

Overview

The Support Analyst at Oracle is responsible for providing exceptional technical assistance and support to the company's clients and end-users. This role demands a combination of technical proficiency and customer service skills, as the Support Analyst will troubleshoot software issues, guide users through steps to resolve problems, and ensure customer satisfaction. Collaborating closely with other IT professionals, the Support Analyst plays a critical role in maintaining system integrity and improving user experience by efficiently addressing technical inquiries and escalations.

Job Responsibilities

• Provide first-line technical support and assistance to Oracle software users.
• Investigate, diagnose, and resolve reported issues efficiently and effectively.
• Document and manage support requests in the tracking system, ensuring proper follow-up.
• Collaborate with development and product teams to communicate user feedback and system bugs.
• Conduct training sessions for end-users to improve their understanding of software functionalities.
• Assist in the preparation of reports and performance metrics to evaluate support outcomes.
• Participate in ongoing improvement initiatives to enhance support processes and tools.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in a technical support or customer service role.
• Proficiency in troubleshooting software applications and systems.
• Strong understanding of database management and SQL.
• Excellent oral and written communication skills, with a focus on customer engagement.
• Ability to work independently as well as collaboratively in a fast-paced environment.
• Familiarity with ticketing systems and remote support tools.

Technologies & Tools

The Support Analyst position utilizes a range of technologies and tools, including Oracle software products, ticketing systems (such as ServiceNow or JIRA), remote desktop tools (like TeamViewer or AnyDesk), and database management systems primarily using SQL. Familiarity with CRM systems for managing customer interactions and support workflows is also beneficial. The Support Analyst will stay updated with advancements in Oracle products and relevant technologies to provide informed support to clients.

Ideal Candidates

The ideal candidate for the Support Analyst position is someone who exhibits strong problem-solving abilities, possesses a keen attention to detail, and is dedicated to providing excellent customer service. A proactive attitude toward learning and adapting to new technologies and software is essential. Strong interpersonal skills are necessary for effective communication with clients and team members alike. This candidate should demonstrate the capacity to handle multiple tasks simultaneously while maintaining a high level of accuracy and professionalism in all interactions.