Oracle Retail Technical Support Engineer

Responsibilities:

·      The successful candidate will be responsible for researching, resolving and responding to customer complex issues across the product line and product boundaries in accordance with current standards

·      Can have lead role and/or supervise other personnel

·      Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.

·      Maintain product expertise in assigned cluster

·      Work towards adopting and contributing to new processes and tools (Web Conferencing, diagnostic methodology, health checks, scripting tools, etc)

·      Contributing to Knowledge Management content creation and maintenance

·      Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the customer experience and improve the Oracle product

·      Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area

·      Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model

·      Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

·      Service request resolution in a collaborative environment with the customer

·      Reducing escalations

·      Operating within Oracle business processes and procedures

·      Respond and resolve customer issues within Key Performance Indicator targets

·      Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests

·      Debugging code related issues and providing potential design solutions

Qualifications:

·      Minimum 2-5 years of technical support or customer service experience. 

·      Fluent in written and verbal English.

·      Proven experience in an application software environment working with Oracle Retail Applications and/ or Oracle Applications. Support for IT applications it is an advantage.

·      Experience in Retail or Manufacturing disciplines of Merchandise/Materials Planning, Financial Planning, Forecasting, Replenishment, Warehouse Distribution, Store Operations is not necessary but would be considered an advantage

·      Knowledge on relational DB-models and SQL or PL/SQL preferred

·      Any previous experience with Java/C and Pro*C

·      Basic Unix skills preferred (AIX, HP, Solaris, Oracle Enterprise Linux)

·      Excellent analytical and problem-solving skills

·      Comfortable, and successful, in multitasking

·      Ability to take a task (often with limited direction), determine a course of action, and see the task through to completion

·      Detail oriented with the ability to learn quickly, and be a process minded person

·      Good verbal and written communication skills preferred

·      Project management experience desired but not required

·      Proven experience with Forms, Pro*C, Java and J2EE technologies on web applications support or development it is an added advantage.

Education:

·       in Information Technology, Computer Science or equivalent.

·      Other qualifications or certifications within the IT domain might be considered.

OTHER INFORMATION:

·      This job may require flexible work hours or 2nd shift work hours