Department Description:
Oracle Global Customer Support (GCS) for Fusion Customer Relationship Management (CRM) is focus to deliver post-sales support and solutions ot Oracle customers. Our goals are to deliver optimal support, enhance customers customers overall experience using Oracle products.
Brief 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.
Detailed Description
As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
Job Requirements
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).
Additional Details
As a Principal Support Engineer, you will be expected to have:
- Five or more years implementation, support, consulting and/or development experience in the CRM product family
- Skills in using industry standard tools and techniques.
- Exceptional diagnostic and troubleshooting abilities.
- Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
The following abilities will be advantageous:
- Experience in one or more of the following: log reading, SQL tuning, knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware,
- Mentoring junior team members on new products and technologies.
Behavioural:
- Detail Oriented
- Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.
- Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.
- Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.
- Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.
- Ability to persevere in the face of obstacles and ensure customers' success.
- Able to work well with limited daily supervision.
- Process orientation preferred.
- Self starter.
Job Details
| Date Posted: | 2013-03-14 |
| Job Location: | Cairo, Egypt |
| Job Role: | Support Services |
| Company Industry: | Computer/Software |
Preferred Candidate
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