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Technical Analyst 1-support
hace 3 meses
Applicants are required to read, write, and speak the following languages: English, Spanish
Preferred Qualifications
This posting is to cover a position in operations, as technical analyst - support at Oracle Customer Connected Service Delivery (CCSD):
- The position requires working on shifts 365x7x2
- It's mandatory to speak both a fluent Spanish and English, but other languages will be assessed as well, due to potential business needs can arise. Experience in customer support by phone will be highly appreciated.
- The job requires a commitment to work physically at Oracle office in Madrid (Spain) into a labor framework that can include both working following a hybrid remote way (some days at the office) or full dedicated at the office (according changing business needs) to cover those shifts.
- It will be necessary to have a knowledge enough (the most the better) about the following aspects:
- ITIL concepts in terms of incident management and change management.
- Knowledge of concepts around events handling. Alerts are received in monitoring consoles (monitoring).
- Have agility enough at operational level, to work with several technologies:
- OS (Unix/Linux): How to check/perform actions on processes, memory, cpu, scripts execution, health-checks, start/stop components
- Oracle DB: Operational knowledge (gather diagnostic data, start/stop, checks)
- FMW/APPs: Weblogic and Oracle enterprise manager mainly but also other Oracle apps knowledge is appreciated.
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.
This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.
A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As an Associate Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products.
Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Job:
Support
Travel:
Yes, 25 % of the Time
Location:
ES-ES,Spain-Madrid
Job Type:
Regular Employee Hire
Organization:
Oracle
