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 will be responsible for providing exceptional support and guidance to customers using Oracle products and services. The role involves troubleshooting issues, providing technical assistance, and facilitating effective communication between various stakeholders. The Support Analyst will contribute to the continuous improvement of support processes and aim to ensure high levels of customer satisfaction while adhering to Oracle's high standards of quality and efficiency.

Job Responsibilities

• Provide high-quality technical support to customers via various communication channels including phone, email, and chat.
• Troubleshoot and escalate complex issues to relevant departments or specialists when necessary.
• Document customer interactions and maintain accurate records in the support ticketing system.
• Collaborate with development and engineering teams to identify root causes of recurring issues.
• Deliver training and resources to customers to enhance their product understanding and usage.
• Assist in the development and implementation of support documentation, knowledge base articles, and FAQs.
• Continuously monitor and evaluate customer feedback to improve support processes.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• At least 2 years of experience in a technical support or customer service role.
• Strong problem-solving skills with the ability to troubleshoot complex technical issues.
• Excellent verbal and written communication skills.
• Familiarity with Oracle software products and services is preferred.
• Proficiency in using support ticketing systems and remote desktop tools.
• Ability to work independently and as part of a team in a fast-paced environment.

Technologies & Tools

In this position, the Support Analyst will utilize various technologies and tools such as Oracle Cloud applications, incident management systems like ServiceNow, remote support software, and collaboration tools such as Slack and Microsoft Teams. Familiarity with database management systems (DBMS) and programming languages like SQL may also be beneficial for troubleshooting and analyzing customer issues effectively.

Ideal Candidates

The ideal candidates for the Support Analyst position at Oracle will demonstrate a strong customer-centric approach and a passion for technology. They should possess excellent analytical skills, with the ability to work collaboratively while maintaining a high level of professionalism. Strong time management and organizational abilities are crucial, as well as adaptability to evolving technologies and procedures. Ultimately, candidates who thrive in a supportive and innovative environment will excel in this role.