OCI Technical Support Engineer- Chat
Oracle
Bengaluru, IN,India, IN
4d ago
Job Description - OCI Technical Support Engineer- Chat (20000ZTS)

Job Description

All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers.

From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle

Preferred Qualifications

Applicants are required to read, write, and speak the following languages:  English 

Preferred Qualifications

Description of the role

Oracle’s Cloud Infrastructure (OCI) team is based in downtown Seattle and is building new Infrastructure-as-a-Service technologies that operate at high scale in a broadly distributed multi-tenant cloud environment. Our customers run their businesses on our cloud, and our mission is to provide them with best in class, foundational cloud services. Oracle's Cloud team is being built with an entrepreneurial spirit that promotes an energetic, creative, and collaborative environment while ensuring that employees are supported in their career goals and have opportunities for training and education. We appreciate and value commitment to family and enthusiastically encourage work / life balance.

https://cloud.oracle.com/en_US/bare-metal

We are continuing our fast-paced growth, bringing on new customers around the world daily. Our Customer Operations team is responsible for making sure our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often you are assisting the makers of your favorite web site and/or smartphone app, a startup just starting to make itself known, and even Fortune 500 companies.

For those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience that you would expect in their shoes, this is the position for you. You will be surrounded by likeminded team members that are passionate about cloud computing and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job.

Shift : EMEA/JAPAC/US and Weekend (Rotational)

Summary of Responsibilities:

  • Provide exceptional customer service, technical assistance, and training to internal and external customers
  • Learn, Support, and use groundbreaking technologies
  • Prompt and accurate response to questions from customers in the technical Forums.
  • Apply troubleshooting techniques to provide unique solutions to our customers' needs
  • Assess customer priority, escalates as necessary through proper channels to resolve issues in a timely manner.
  • Resolve issues timely and accurately and update customers through Forums.
  • Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems
  • Participate in weekend rotation for Oracle Cloud Infrastructure as coverage is needed, sometimes on short notice
  • Prepare evaluations of services or processes and recommend improvements based on the frequent queries in the technical forum
  • Develop customer-facing or internal documentation on an as-needed basis
  • Communicate customer needs and wishes to leadership team
  • Should have a passion for technology and troubleshooting complex customer problems
  • Should be able to communicate effectively with other team members as well as members of the cross functional teams
  • Skills and experience:

  • Minimum of three years of experience in a technology related field or discipline
  • Experience with Customer support, technical support, Troubleshooting primarily in Cloud Infrastructure
  • Knowledge of Networking (DNS, TCP/IP)
  • Exposure to Virtualization (VMware, Xen, Hypervisor)
  • Exposure to Public Cloud, Forum Support etc.
  • Experience in Cloud Product Support (L1/L2) or cloud lifecycle management will be an added advantage
  • Able to work autonomously and collaboratively as appropriate.
  • Tenacious with a passion for learning new and unfamiliar concepts.
  • Comfortable working with customers and handle escalations.
  • Cultural fit is important. You should embody our core values of trust, passion, performance and respect.
  • Preferred experience:

  • BS degree or equivalent experience relevant to functional area. Suggested majors include Computer Science or Mathematics
  • Previous experience in a Support Service industry is preferred.
  • Experienced in one or more of the following areas: Cloud Storage, Cloud Computing, Operating Systems, Middleware etc.
  • Location & Schedule:

  • The position is based in Bangalore-India and requires you to work from office. You might report to a manager in a different country
  • EMEA, APAC and US shifts with weekends. You should be willing to support on national holidays and public holidays.
  • This is a fulltime, permanent position
  • 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.

    Detailed Description and Job Requirements

    As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

    As a member of the Help Desk, develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers. Solve common user problems such as 'Email problems and functionality questions 'Network printer problems(stopping/starting queue, usage) 'Data Communication/Networking troubleshooting 'Remote network dial in access-PPP and Serial 'PC configuration and network configuration 'Oracle Base Image laptop support. Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support according to established procedures. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.

    Two to three years experience supporting medium to large applications, working directly with internal/external clients, and one to two years experience providing user support of IBM PC/Windows network custom business applications preferred. Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail preferred. Ability to develop a working knowledge of assigned company products, interact effectively with other technical and non-technical resources, and quickly establish comfortable and effective working relationships. Demonstrate ability to analyze and evaluate complex data, manage multiple tasks at one time, and problem solve to meet deadlines.

    Job

    :Information Technology

    Travel

    :No

    Location

    :IN-IN,India-Bengaluru

    Job Type

    :Regular Employee Hire

    Organization

    :Oracle
    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form