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 high-quality support to our customers, ensuring their satisfaction and success with our products. The role involves troubleshooting and resolving technical issues, documenting customer interactions, and collaborating with cross-functional teams to enhance product performance. The Support Analyst is also expected to deliver training and support materials to clients, thereby contributing to the overall improvement of customer experience and product usability.

Job Responsibilities

• Diagnose and troubleshoot customer-reported issues efficiently and effectively.
• Provide timely and accurate responses to customer inquiries via phone, email, and chat.
• Document technical issues and resolutions in the support ticketing system.
• Collaborate with product teams to recommend improvements based on customer feedback.
• Prepare and deliver training sessions and material to enhance customer knowledge and engagement.
• Monitor customer environments to ensure the optimal performance of Oracle products.
• Participate in ongoing training and development to stay current with Oracle’s product suite.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Support Analyst or in a similar customer support role.
• Familiarity with CRM and ticketing systems.
• Strong analytical and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Proficiency in SQL and a working knowledge of relevant programming languages is a plus.

Technologies & Tools

This position will utilize a variety of technologies and tools including but not limited to Oracle Cloud applications, SQL databases, customer relationship management (CRM) software, ticketing systems, and various monitoring tools. Familiarity with programming languages such as Java or Python may also be advantageous in handling technical issues.

Ideal Candidates

The ideal candidate for the Support Analyst position at Oracle is someone who possesses a strong commitment to customer service and is proactive in addressing client needs. They should be detail-oriented, adaptable, and able to work under pressure while maintaining professionalism. A passion for technology and the ability to learn quickly are essential in this dynamic environment. The candidate should also demonstrate strong problem-solving skills and the ability to communicate effectively with both technical and non-technical personnel.