Technical Analyst 3-Support
Oracle 793 reviews - Bozeman, MT

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The Customer Care group within the Oracle Rightnow Global Business unit supports customers who have purchases a subscription to the Oracle RightNow SaaS product line, our industry leading customer experience management solution. Our approach to providing customer care is comprehensive; from basic customer care issues up to and including detailed technical diagnosis and issue resolution. We are a global operation with locations in the United States in Bozeman, MT; San Mateo, CA; and Boulder, CO; as well as having locations internationally in London, Sydney, and Tokyo. We strive to provide world class customer care for our product line in order to power great customer experiences for our customers and their customers as well.

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 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 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)

About this company
793 reviews
Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. With more than...