Oracle Technical Support Analyst - Denton, TX

Technical Support, Customer Support, Oracle
Contract Corp-To-Corp, Contract Independent, Contract W2, 12+ months
Telecommuting not available Travel not required

Job Description

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, 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? 


Thank you! 


Steven Edelman 

Managing Partner

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

Dice Id : 10102946
Position Id : 768180
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