Senior Technical Analyst
Oracle
- Bangalore, Karnataka
- Permanent
- Full-time
Job Description
As a member of the Oracle Digital Assistant and Clinical Digital Assistant organizations, 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 and technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our service. As a primary point of contact for customers, you are responsible for facilitating customer relationships and providing advice and assistance to internal Oracle employees on diverse customer situations and advanced issues.
We support with two of the most cutting edge products in the Oracle catalog:
- Oracle Digital Assistant is a platform for creating conversational interfaces or chatbots. A chatbot simulates and processes human conversation (written or spoken in many languages), allowing humans to interact with applications and data as if they were communicating with a real person. We deliver a complete AI platform to create conversational experiences for business applications through text, chat, and voice interfaces.
- Oracle Clinical Digital Assistant enables providers to leverage the power of generative AI together with voice commands to reduce manual work so they can focus more attention on patient care. It also makes it easy for patients to take self-service actions such as scheduling appointments or checking clinical information at their convenience using simple voice commands.
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Digital Assistant and Clinical Digital Assistant customer base while serving as an advocate for customer needs. You will act as a liaison between Oracle employees and the customer with moderate direction from Senior Support Engineers, Product Management, Development and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.Responsibilities:Duties & Responsibilities:
- Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using Oracle Digital Assistant and Clinical Digital Assistant globally
- Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Providing remote support delivery and performing problem cause analysis
- Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
- Responsible for the entry, tracking and management of all incoming support calls in Oracle Support Ticketing tool.
- Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Anticipating customer needs and effectively addressing concerns related to their issue or resolution
- Providing direct technical assistance to customers via phone, email, and Remote conferencing tools
- Assist customers in debugging/developing their custom components (javascript based) within the platform
- Ensure familiarity with new releases as they become available
- Liaise with subject matter experts in the regional office on client requests for enhancements and development
- Work with the customers to ensure that contractual service expectations are exceeded
- Meet and comply with contractually required service level agreements (SLAs) regarding support timelines and response times. Tooling is available to assist with this.
- Customer engagement is done via electronic means. This position does not involve significant travel.
- Perform other duties as requested or as deemed appropriate
- Degree in Technical field with working knowledge of programming and debugging simple issues (javascript is preferred)
- Working knowledge of Networks, servers, and troubleshooting installation issues. HTTP or networking stack fundamentals knowledge is a plus.
- Experience in a software product/technical support department or related, direct professional customer contact experience
- Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint
- Familiarity with Operating Systems (Linux, Windows)
- Knowledge of automated support management and tracking tools as well as remote paging tools to be able to work on a globally distributed team
- Strong desire to provide high-quality customer service
- Excellent written and verbal communication skills in English
- Strong communication skills over a verity of remote communication tools (both text and video based)
- Ability to communicate at a technical level in other languages is a plus
- Excellent problem solving skills
- Ability to effectively manage multiple tasks
- Strong organizational skills
- Team player who demonstrates positive, constructive interpersonal skills
- Willing to work weekends and holidays as part of the team's support rotation
- Willing to work with a wide variety of cultures
- Adhere to company standards, policy and procedure
- Ability and credibility to work effectively with both our internal and external customers at all levels of the organization
- Proven ability to work unsupervised or as a team member of both the local office team and wider company teams
- Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the box'
- A self-starter with initiative, drive and strong desire to succeed
- Ability to work in a logical methodical manner
- Ability to work under stress and meet deadlines
- Flexibility with people and time
Either In-office or remote work may be available depending on location. Remote work will require network connections fast enough to support multiple simultaneous video streams and a professional backdrop/noise level suitable to represent Oracle during communications with enterprise customers.About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer