Technical Analyst 3-Support Job in Sandy City, Utah US

Technical Analyst 3-Support

Job Title Technical Analyst 3-Support Location United States,UT,Sandy... Organization Name CRM On Demand Customer Support Department Description You will be responsible for providing world class application end user support to CRM On Demand and SaaS related customers. In this position, you will provide support services to Oracle's CRM OnDemand customer base, specifically in the area of end user questions, problems, and general product inquiries. Follows standard practices and procedures in analyzing situations or data where answers can be readily obtained. Customer service skills combined with an ability to troubleshoot technical and application issues will be a key factor to succeeding in this position. Brief Description 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. Detailed Description As a Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job Requirements Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle) Additional Details Preferred Knowledge/Skills: * Ability to interact effectively with other technical and non-technical resources * Ability to quickly establish comfortable effective working relationships * Understanding of client/server and Internet concepts and techniques * Strong oral and written technical and interpersonal communication skills including sensitivity to user community * Excellent organizational skills * Demonstrated ability to analyze and evaluate complex data * Ability to manage multiple tasks at one time * Highly motivated - self starter * High technical aptitude and problem solving skills * Ability to problem solve and meet deadlines * Open to work nights, weekends or non traditional shifts Additional Experience: * 3+ years experience supporting medium to large applications * 3+ years experience providing end user support external customers * 3+ years experience using CRM and reporting applications preferred * Experience with Microsoft Windows and MS Office applications; specifically EXCEL, Word, PowerPoint and Electronic Mail * Hands on experience in the areas of hosted application support, call center experience, or general customer service skills * Ability to Speak / Write in additional languages a plus. Additional Responsibilities * Support and maintain effective relationships with customers and operational partners * Answer support calls from external customers in order to resolve or escalate issues using appropriate and documented processes * Monitor and respond to incoming web service requests, resolving and / or escalating issues using appropriate and documented processes * Assist business operations through existing procedures in its continuous effort to communicate, enforce, and inform any and all system changes that effect our global population * Attend training pertaining to assigned software products Currency USD Amount of Travel 0%-25% Locations Documents Title Type Description Category Last Updated By Last Updated Usage Update Delete No results found.