DescriptionAs 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 successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).QualificationsDo you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer-centric approach, and a background in helpdesk support, come and grow your career with us.Oracle is a technology leader that's changing how the world does business. We're looking for a strategic problem-solver to deliver post-sales support to our customers, helping them gain real value from our Support Services. You'll be the main point of contact for new and existing clients. Why work at Oracle - A competitive salary with exciting benefits - Flexible and remote working - Learning and development opportunities to advance your career - An Employee Assistance Program to support your mental health - Employee resource groups that champion our diverse communities - Core benefits such as medical, life insurance, and access to retirement planning - An inclusive culture that celebrates what makes you uniqueWhat you'll doWe need you to understand operating systems, hardware, software, networks, and how they work together. You'll support our customers with technical l issues - Answer customer support calls and queries - Provide solutions to customers or pass their case to the relevant team - Resolve issues in real-time where possible - Manage escalations and advise our teams on customer issues - Update cases in our customer database - Communicate case progress to customers - Meet or exceed individual and company targets - working on shifts 24x7 3 shifts per day (at 7:00 AM, at 15:00 and 23:00). Schedule posted monthly and flexible because shifts can be changed in agreement with other colleagues. - Support customers by phone in English and Spanish - Work about 50% of the time from Oracle Madrid officeWe also use… - Multiple and different support tools to deliver the best service. - We support all Oracle technology stack.Systems databases and apps - ITIL processes: Incident, Problem and Change managementAt Oracle, we don't just respect differences — we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. When everyone's voice is heard and valued, we're inspired to go beyond what's been done before.Https://www.Oracle.Com/corporate/careers/diversity-inclusion/Job Field: SupportJob Type: Regular Employee HireOrganization: OracleTravel: Yes, 25 % of the Time
