Senior Technical Analyst - Talent Management

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.

Preferred Qualifications

At Oracle we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.

The ideal candidates for the Senior Product Support Engineer role is a customer advocate who has an experience using integration applications and troubleshooting issues customers may experience when using such applications. The candidate will be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively, while also contributing to a proactive support model.

As a member of the Oracle Learning Cloud Product Support Team, the candidate will handle internal requests as well as external customer requests pertaining to the Oracle Learning Cloud offerings. The candidate will be required to troubleshoot issues with Learning Management System related issues and inquiries. You will be working closely with product managers, development, sales, and subject matter experts to create sustainable and scalable learning solutions. The successful candidate is experienced in promoting customer knowledge retention through applying adult learning theories and various delivery channels data transfer as well as Oracle Learning Cloud platforms using a combination of LMS, Shareable Content Object Reference Model (SCORM), XML, SQL. This is an end-user software support position, with strong technical aspects.

What You'll Do

• Resolve issues related to the Learning Management System courses that are reported by users

• Provide review of Support procedures for accuracy, suggest revisions, and provide feedback

• Write customer-facing self-service content. Revise articles against the internal style guide, standards, and applicability for user roles and profiles

• Work with Customer Experience and Product stakeholders to identify upcoming content needs.

• Curate new self-service online articles

• Utilize excellent judgment and communication with others when working with sensitive data.

• 2+ years' experience using Learning Management System

• Perform work of a very detailed nature requiring a high degree of accuracy and consistency.

• Organize and manage several tasks or projects with concurrent, time-sensitive deadlines.

• Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue

• Provide telephone and email support to internal and external customers

• Perform efficient incident management, while maintaining metric quotas

• Understand and assess customer-reported issues to determine prioritization

• Serve as an internal knowledge resource for other members of the Oracle Learning Cloud team

• Utilize knowledge of technologies to make solution recommendations

• Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed

• Act as liaison between customers, R&D, Production, Consultants, and QA, etc.

• Manage and ensure documentation of assigned incidents, including internal and external communications

• Learn, understand, maintain and contribute to internal support processes

• Maintain strong adherence to Service Level Agreements

• Participate in special projects, as assigned

• Strong commitment to high-quality customer service

Qualifications:

• BS in computer sciences or a related field recommended.

• A minimum of 6 years of experience in a support product support environment

• Experience with SQL and Oracle databases

• Strong technical problem solving skills, with an ability to troubleshoot complex application issues

• Exceptional research skills and resourcefulness

• Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling

• Familiarity with Customer Relationship Management (CRM) systems

• Ability to verbally present soft and hard technical subject matter to a variety of audiences

• Ability to proactively develop relationships and communicate with all levels of the internal organization

• Ability to communicate with members of a client's organization, at all levels (general staff to executive, technical and non-technical)

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)

Career Level - IC3