Our client, based in Denton, TX, is looking to hire an Oracle Technical Support Analyst as a consultant.
Project Duration: 12+ Months
I have attached below a detailed job description for your review.
If you have the required experience and interest, please email me a current resume through DICE or at firstname.lastname@example.org, along with your responses to the following questions:
*** How much experience do you have working as a Technical Support/Customer Support Analyst?
*** How much experience do you have supporting Oracle Software?
*** How much experience do you have working with Xstore Oracle?
*** How much experience do you have working in a Retail Environment?
*** What is your visa status (US Citizen, Greencard Holder, H1-b, etc.)?
*** What is your all inclusive hourly rate (1099/W-2/C2C)?
*** Where do you currently live (city, state)?
*** Are you able to work in Denton, TX?
*** What is your availability to start a new role?
Pivotal Solutions, Inc.
Oracle Technical Support Analyst
. 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.
. Proactive Activities: Activities center on improving the service we deliver to our customers and are not necessarily directly related to customer inquiries
. Maintain product expertise in assigned cluster
. Work towards adopting and contributing to new processes and tools (Oracle 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
. Reactive Activities: These activities cover our customer response initiatives
. 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
. 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 Applications and/or Oracle Server Technologies is not necessary but would be considered an advantage
. Experience in Retail or Previous Retail Support Experience
. Knowledge on relational DB-models and SQL or PL/SQL preferred
. Any previous experience with Java
. Basic Oracle Enterprise Linux
. Weblogic, ORCE, Oracle Retail Xstore, SQL, Oracle Linux 12c
. Excellent troubleshooting and research skills
. 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
. B.S in Information Technology, Computer Science or equivalent.
. Other qualifications or certifications within the IT domain might be considered