Technical analyst 2-supportOracle Responsys

Job Description: Modern Marketers choose Oracle Marketing Cloud to build customer-obsessed cultures, create and manage ideal customers, and power revenue performance. They use award-winning technology and expertise to transform marketing by truly kno Job Description: Modern Marketers choose Oracle Marketing Cloud to build customer-obsessed cultures, create and manage ideal customers, and power revenue performance. They use award-winning technology and expertise to transform marketing by truly knowing the customer, engaging with cross-channel marketing, and achieving data-driven accountability. Integrated information from cross-channel, content, and social marketing with data management that enables these businesses to target, engage, convert, analyze, and use award-winning marketing technology and expertise to deliver personalized customer experiences. The objective of the Technical Support Engineer is to provide comprehensive telephone/e-mail/ticketing technical and application support in a fast-paced 24x7 SaaS environment. In this role, you will act as a trusted technical resource to Oracle | Responsys customers and must possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. You will be a trusted advisor who our customers rely on to provide best practices and knowledge when using the Oracle | Responsys B2C Marketing Cloud Services! Essential Duties and Responsibilities Oversee post sales customer service requests Troubleshoot issues and liaise with next level SMEs (Subject Matter Experts) Work closely with Operations when managing requested tasks Gather client product feedback to help product management define the product roadmap Maintain a detailed understanding of product architecture, technical components, and application functionality Leverage your knowledge of the product to achieve subject matter expert status Ensure that the highest level of client satisfaction is achieved through on-going communication and prompt resolution of client issues Proven ability to mentor and display leadership and ownership of issues Document troubleshooting procedures for new product features and issues Create knowledge base articles for both internal and customer-facing solutions Participate in on-going training to Support team members Required to participate in the weekend on-call rotation and maintenances Required to provide some Holiday coverage Shift 1 will be Midnight to 8 am Manila ( 8 AM to 5 PM US Time PST) Shift 2 will be 8pm to 3 am Manila (7 AM to 4 PM US Time EST) Essential Qualifications, Skills, Abilities, and Background Bachelor's degree in information technology, computer science, or a related field or equivalent experience 3+ years' customer support experience for software applications 2+ years' with multi-tiered application /enterprise support experience Strong customer service skills Experience with cloud-based/SaaS solution offerings- preferably in the area of marketing automation Strong Analytical capabilities Excellent organization, time management, and communication skills Willingness to 'roll up one's sleeves and assist wherever needed Ability to function and thrive in a team environment with an appreciation of aggressive goals Strong written and verbal communication skills with experience communicating technical concepts to a non-technical audience Working knowledge of data and relational database systems (SQL, Merge concepts, Filters). Excellent troubleshooting skills and methodology Experience with researching log files to determine root cause of an issue (using tools such as Kibana) Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc. Working knowledge of Linux/Unix a plus but not required Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful Experience with Responsys Interact is a plus Experience and aptitude in the creation of technical documentation is a plus Experience with Apache FreeMarker is a plus Experience with Web Service/API is a plus Experience with XML is a plus Working experience supporting mobile technologies is a plus (SMS, MMS, Mobile Apps) Experience with Android Studio is a plus 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. 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.).
Monster

Philippines
Permanent
Full-time