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 will be responsible for providing high-quality technical support and solutions to our clients while ensuring the effectiveness and efficiency of Oracle's products. This role involves troubleshooting and resolving software and hardware issues, collaborating with cross-functional teams, and maintaining a customer-centric approach. The Support Analyst will serve as a key point of contact for customers, ensuring they have a positive and productive experience with Oracle's offerings.

Job Responsibilities

• Provide timely and effective support to customers via phone, email, and chat.
• Troubleshoot and resolve technical issues related to software, hardware, and network systems.
• Document customer interactions and solutions within ticketing systems.
• Collaborate with engineering, product owners, and other teams to resolve complex issues.
• Assist in the creation and maintenance of knowledge base articles for common issues.
• Monitor and follow up on outstanding customer requests to ensure prompt resolution.
• Participate in training and development programs to enhance skills and knowledge.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years experience in a technical support or analyst role.
• Strong understanding of database management systems and network infrastructures.
• Proficiency in troubleshooting Windows and Linux operating systems.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Ability to work independently as well as part of a team in a fast-paced environment.

Technologies & Tools

The Support Analyst will engage with various technologies and tools, including but not limited to Oracle Database, Oracle Cloud Infrastructure, ticketing systems like ServiceNow, remote desktop tools for troubleshooting, and general office software such as Microsoft Office Suite. Familiarity with programming languages such as SQL or Python will also be beneficial in diagnosing and resolving customer issues effectively.

Ideal Candidates

The ideal candidates for the Support Analyst position at Oracle will possess a mix of strong technical acumen and exceptional customer service skills. They will be proactive problem solvers who are comfortable working under pressure and have a keen attention to detail. A collaborative spirit, a desire to learn, and the capability to adapt to evolving technologies and processes are crucial traits in ensuring success in this fast-paced environment.