The primary role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.The focus of this position is to provide Customer Service at a technical and functional level and to drive the complete resolution of each service incident ultimately.The key skills used daily are : a high level of techno-functional skills, knowledge of Oracle products, problem-solving skills, and customer interaction / service expertise. It is an opportunity to work with Cloud and On-Premise customers. This work includes :
- Work directly with Customers for
- Advising on the complex use of Oracle products
- Resolving highly complex and mission‑critical issues
- Manage highly complex and critical customer issues.
- Serve as Situation Manager on highly sensitive issues.
- Consult with Management in directing the resolution of critical Customer situations.
- Knowledge gain and sharing - achieve knowledge transfer with teammates through the Development and delivery of formal team training sessions.
- Formal mentoring for promoting the technical and professional Development of others
- Creation / review of Knowledge Articles
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