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 plays a crucial role in ensuring the satisfaction and operational efficiency of our clients by providing top-tier support and solutions. This position requires strong analytical and problem-solving skills to assist customers in leveraging Oracle products effectively. The Support Analyst will interact closely with clients, understand their challenges, and provide timely solutions through excellent communication and technical expertise.

Job Responsibilities

• Provide prompt and professional technical support to clients via phone, email, and chat.
• Troubleshoot and resolve customer issues related to Oracle software applications and systems.
• Analyze and diagnose technical problems, escalating issues when necessary to ensure customer satisfaction.
• Document support cases in detail, ensuring accurate tracking and follow-up of open and closed tickets.
• Collaborate with cross-functional teams to address system bugs and identify enhancements for future product updates.
• Conduct training sessions and assist customers in understanding product functionalities and best practices.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• 2+ years of experience in technical support or IT support roles.
• Strong understanding of Oracle products and services is a significant advantage.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts to non-technical clients.
• Proficient in troubleshooting and problem-solving in a fast-paced environment.
• Experience with ticketing systems and CRM tools is a plus.

Technologies & Tools

The Support Analyst will work with various technologies and tools, including Oracle databases, application software, and cloud services. Familiarity with ticketing systems such as ServiceNow or JIRA, as well as collaboration tools like Slack and Microsoft Teams, will be essential for effective communication and case management.

Ideal Candidates

The ideal candidate for the Support Analyst position at Oracle will be a proactive and patient problem-solver with a strong customer service orientation. They will possess a keen attention to detail and the ability to work independently, as well as as part of a team. An eagerness to learn new technologies and a commitment to continuous improvement is highly valued, alongside the ability to remain calm under pressure. A collaborative mindset and excellent interpersonal skills will further enhance their effectiveness in this critical role.