Location: On-site position based in Orlando, FL

Must be available 24 hours including weekends and holidays. This is a full-time, shift-based role; shifts assigned based on workforce need at time of hire. Most shifts fall between 7am -11pm ET Monday-Sunday.

No visa sponsorship is available for this position

Overview

Are you a creative person who loves a challenge? Solve the complex puzzles you’ve been dreaming of as our Customer Service Analyst. If you have a passion for innovation in tech, we want you on our team! Thrive in this crucial role! 

Oracle is a technology leader that’s changing how the world does business. We’re looking for an experienced and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us!

We are looking for Customer Support Administrators to own Tier 1 Technical Support. You'll be supporting enterprise Oracle applications, and the fixing is not so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems ("your side? Our side? Let me dig into this for you..."), and helping users navigate bugs, outages, and any other issue they may have.

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 inquiries regarding the use of and solving for our Electronic Support Services. A main 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 advanced issues.

Some of what we do:

• Be the first line of telephone contact for our customer base - You are the face of Oracle Support
• Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
• Provide first line application support for a wide range of product or systems related service requests
• Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
• Analyze, fix and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group
• Take ownership of SRs and supervise through to resolution - this includes SRs passed to other teams or external partners
• Maintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progress
• Contribute to Knowledge by actively commenting and providing feedback on KM articles.
• May reproduce technical issues that customers report in a test environment in order to fix & resolve
• Carry out other duties as reasonably requested by your line manager

Career Level - IC1