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Hiring for Customer Support Analyst Tech Services Sys/dba L2 Hyderabad for Exp. 5 - 9 Years at Oracl (Job in Hyderabad Secunderabad)

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Job Description: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. In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Support Key Tasks / Responsibilities Provide 2nd line support globally for System/ DBA issues on Hospitality applications (WebLogic, Dataguard, Performances, RMAN, Block data corruptions, etc.) Provide technical guidance on the Application, Database and System layers, to: - 1st line supports - Customer Success Managers - Product Managers - Other internal resources where required On-call service on a rotational basis to manage any critical incidents outside office hours Identify and report back root cause and resolution of major incidents to avoid recurring issues Adhere to Global L2 Support standards, and ensure 1st line supports follow the published guidelines Prepare incident reports when required Liaise with 3rd line support, Development, and Product teams Participate in internal and external meetings as required Participate in building Oracle knowledgebase Report back to line manager in setting strategic departmental goals based on company objectives. Participate in cross-division training programs to strengthen System/ DBA knowledge within the Global L1 application support teams as well as to extend the application knowledge within the Global System/ DBA team Work with global product L2 and L3 teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented Committed to the delivery of outstanding service to customers


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Posted on: Tuesday, 02 May, 2017  08:44
Expires On: Wednesday, 25 September, 2019  18:30

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