Oracle Technical Analyst 2-Support in Salt Lake City, Utah
Technical Analyst 2-Support
Summary of Position:
A successful candidate for the Technical Support Engineer position provides technical client support for a wide variety of issues across Oracle Pandemic Response applications. This candidate is also able to work on complex problems, while balancing an increased workload in a fast paced environment. The Technical Support Engineer will be working closely with the Quality Assurance and Development groups. It is essential that this Team Member follows Oracle GCS procedures to ensure that all contractual support obligations are being met. On a continual basis it is important for the Technical Support Engineer to develop an increased knowledge of the Oracle Pandemic Response applications and industry standards. Under the direction of Management, this Team Member will address and resolve all software issues brought to our attention by the clients in a timely fashion.
Additionally, a successful candidate will be responsible for managing more complex challenges escalated by the Tier I group. It is the responsibility of the Technical Support Engineer to facilitate a resolution to all escalated issues brought to their attention.
This Team may be asked to assist our Development groups with some maintenance level QA activities.
Preparing relevant technical bulletins and contributing solutions to the corporation.
Strong analytical and troubleshooting skills
Experience within the Healthcare industry is a big plus.
Strong written and verbal communication skills.
Customer focused, with a pro-active and responsive approach. Able to understand and define customer needs.
Able to travel to customers’ locations to provide occasional on-site support.
Excellent telephone and e-mail etiquette is essential.
Education and Experience Required:
BS in Computer Science or equivalent relevant experience
Minimum of 2 years of experience in providing customer support for complex software products, including operating systems and network support.
Desirable to have experience with Oracle APEX
Experience with the Win2008, Win2012, Linux Operating Systems.
Answer product related technical questions on issues using and running the PL/SQL compiled codes
Ability to read, write and debug programs written in PL\SQL, SQL, C#, Java
Understanding on Oracle versions 11 and 12.
Knowledge on SQL, PL/SQL programming language, XML, VB Script, C#, Windows, UNIX scripting
* US citizenship is required
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 a 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 support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.
Job Type: Regular Employee Hire