Oracle Technical Support Analyst in Indianapolis, Indiana

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.).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

Oracle is an 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 and protected veterans status or any other characteristic protected by law.

CompanyOverview

With more than 420,000 customersincluding 100 of theFortune 100and with deployments across a wide variety of industries in morethan 145 countries, Oracle offers a comprehensive and fully integrated stack ofcloud applications, platform services, and engineered systems.

NetSuite GBUOverview

On November 7, 2016 Oracle's acquisition of NetSuitebecame official, bringing together the reach of NetSuite's cloud ERP solutionsfor small to midsize businesses with the breadth and depth of Oracle'senterprise-grade cloud solutions for the back and front office. In 1998,NetSuite pioneered the Cloud Computing revolution, establishing the world sfirst company dedicated to delivering business applications over the Internet.Today, Oracle NetSuite provides a suite of cloud-based financials / EnterpriseResource Planning (ERP) and omnichannel commerce software that runs thebusiness of more than 30,000 companies, organizations, and subsidiaries in morethan 100 countries.

Group Overview

Thisposition is part of the Strategic initiatives team within NetSuite GBU, whichis focused on developing and rolling out NetSuite s go-to-market offering andapproach globally, referred to as SuiteSuccess (SS).

We arelooking for smart, motivated professionals to join the LastMileSupport teamwithin the Strategic Initiatives team at Oracle | NetSuite as Product experts thatprovide ultimate tier of support for escalations. The focus of this team is to bethe primary liaison with NetSuite Customer support team; resolve issuesescalated by support, provide them artefacts and training.

You will beresponsible to resolve issues escalated by customer support. You will also beresponsible for Creation and upkeep of knowledge base that can be utilized byNetSuite Customers and internal teams as self service for troubleshooting.Youwill be expected to gain expertise in any new edition being launched,understand how to identify and resolve defects during prior testing cycles.You willworkclosely with the various branches of SuiteSuccess Team(Solution Management, Build, QA team) to provide inputs for the SS roadmap andenablement plans.

Why join

SuccessfulTechnical Support Analyst advance in their technical, communication andmanagement skills to gain their designation as an Oracle NetSuite SMEs. This advancement opens doors for moreopportunities to more than 30 areas of specializations and career advancement.

Responsibilities:

  • Troubleshoot complex issues with SuiteSuccess escalated by Customer Support team in a timely manner within the given SLA.

  • Manage critical customer issues and facilitate communication between customer support and SS Development for any escalations that cannot be resolved internally.

  • Create and maintain knowledge base on SuiteSuccess that enable self service support for Customers and internal teams (FAQs, Help article, tips etc.)

-{PS..7}-> -{PS..8}->Contributeideas and feedback to Product Management and Platform groups on ways to improvethe product/solution based on customer feedbacks. Recommend corrective approachto resolve existing defects

-{PS..9}-> -{PS..10}->Investigatetechnical issues and coordinated bug fix releases including testing anddocumentation.


Skillsand Expertise:

-{PS..11}-> -{PS..12}->3 years experience inNetSuite or any other ERP/CRM/Commerce functional or technical consulting/supportservices

-{PS..13}-> -{PS..14}->Basic understanding andfamiliarity of JavaScripting, MVC (Model-View-Controller) design pattern(Preferred).

-{PS..15}-> -{PS..16}->Basic understanding andfamiliarity with REST-fuI JSON web services (Preferred).

-{PS..17}-> -{PS..18}->Functional accountingbackground is a plus

-{PS..19}-> -{PS..20}->Experience with NetSuite ERP,SuiteCommerce and SuiteCommerce Advanced platform. (Preferred).

-{PS..21}-> -{PS..22}->Experience with Agile deliveryprinciples a plus.

-{PS..23}-> -{PS..24}->High level of comfort withambiguity; ability to structure unstructured problems and resolve quickly.

-{PS..25}-> -{PS..26}->Possess excellent verbal andwritten communication skills.

-{PS..27}-> -{PS..28}->Experiencein testing and documentation (Preferred)

-{PS..29}-> -{PS..30}->Bachelors degree preferably inBusiness, Accounting, Computer Science, Software Development or equivalent

Job: *Support

Organization: *Oracle

Title: Technical Support Analyst

Location: PH-PH,Philippines-Makati

Requisition ID: 18000WHD

Other Locations: United States, Czech Republic