Principal Application Technical Support Analyst (REMOTE)

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.

Responsibilities

This challenging position puts you at the forefront of interactions with Oracle Retail applications? customers. As a Principal Support Engineer, you will be responsible for:

Required Qualification and Skills
? Ability to provide support on the Oracle Retail product applications, as assigned.
? Managing and resolving Service Requests logged by customers.
? Managing customer expectations through the Service Request lifecycle in accordance with Oracle?s global standards.
? Operating in line with Bug Diagnosis and Escalation/ Development Bug guidelines in resolution of Bug related Service Requests.
? Reducing escalations.
? Maintaining product expertise in assigned cluster.
? Contributing to Knowledge Management content?s 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.
? Maintaining an up-to-date and in-depth knowledge of new products released in the market for the given product area.
? 8 years experience with Core products or ten years experience with Applications products

Preferred Qualification and Skills
? Proven experience in an application software environment working with Oracle Retail Applications and/ or Oracle Applications strongly preferred
? Knowledge of relational DB models, SQL and PL/SQL.
? Knowledge of Java programming, ADF and application server (WebLogic) is a plus
? Excellent analytical and problem-solving skills
? Detail oriented
? Comfortable, and successful, in multitasking
? Excellent track record in providing outstanding customer service
? Ability to work independently and within a global team
? Strong written and verbal communication skills in English
? Ability to aggressively multi-task and a strong technical aptitude
? The position may also require weekend shift work on a rotational basis.

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