Oracle B2C Service is a comprehensive cloud-based customer service and support software platform designed to help businesses and organizations manage and improve their customer service operations. It provides a range of features and capabilities that empower organizations to deliver exceptional customer service, streamline support processes, and enhance customer satisfaction. Here's a deeper overview of Oracle Service Cloud. Oracle Service Cloud is used by a wide range of industries, including retail, telecommunications, financial services, healthcare, and more. It is suitable for various customer service and support use cases, such as call centers, help desks, technical support, and customer relationship management (CRM).
Qualifications:
- Strong troubleshooting skill
- 5 - 7 years of experience in a technical troubleshooting team or support role preferably
- Experience working in a Technical Support Role preferably in a SaaS with a passion for customer experience
- Highly empathetic and great at communicating complex information in a digestible format to Support Specialists and customers at all knowledge levels
- SQL knowledge (Mainly DQL experience)
- Basic Linux knowledge (moving around the file system)
- Python and/or JavaScript knowledge
Responsibilities displayed in the job postingKey Responsibilities:
- Advanced Technical Support: Provide advanced technical support and consultation for our clients, addressing intricate challenges and assisting them in optimizing their Oracle B2C implementations.
- Technical Leadership: Serve as a technical authority within the support team, guiding junior engineers and contributing to knowledge sharing and skill development.
- Performance Optimization: Analyze client configurations, workflows, and integrations to identify opportunities for performance improvements and efficiency gains.
- Escalation Handling: Manage and resolve high-priority and complex support escalations, coordinating with cross-functional teams to ensure timely and effective resolutions.
- Proactive Issue Prevention: Implement proactive measures to prevent issues and improve system stability, including regular health checks and monitoring.
- Innovation and Product Feedback: Stay abreast of industry trends, product updates, and emerging technologies, providing feedback to influence product enhancements and roadmap direction.
- Documentation and Knowledge Sharing: Create comprehensive technical documentation, knowledge base articles, and best practice guidelines to assist clients and colleagues.
- Client Training and Workshops: Conduct training sessions, workshops, and webinars to educate clients on advanced features and capabilities of Oracle B2C.
As a Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with mínimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.