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Technical Analyst 2-Support

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Oracle

17d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You must provide technical cloud support, foster customer relationships, maintain documentation, stay updated on technologies, handle escalations, and enhance service quality through proactive measures.
  • You will troubleshoot cloud services, engage with customers, document solutions, analyze support trends, provide proactive assistance, handle escalations, and empower teams for better support.

Requirements

  • Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
  • Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
  • Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and best practices.
  • Continuous Learning & Analytical Skills: Stay updated with cloud technologies, analyze support trends, and implement proactive measures to enhance service quality.
  • Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
  • Proactive Support: Anticipate potential issues and provide proactive support to prevent disruptions.
  • Enable Support: Empower teams with best practices, training, and resources for effective customer assistance.
  • Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.

Responsibilities

  • Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
  • Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
  • Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and best practices.
  • Continuous Learning & Analytical Skills: Stay updated with cloud technologies, analyze support trends, and implement proactive measures to enhance service quality.
  • Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
  • Proactive Support: Anticipate potential issues and provide proactive support to prevent disruptions.
  • Enable Support: Empower teams with best practices, training, and resources for effective customer assistance.
  • Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.

FAQs

What is the main focus of the Technical Analyst 2-Support role?

The main focus is on delivering support and solutions to our customer base while resolving technical inquiries and troubleshooting for our cloud services.

What kind of support will I be providing as a Technical Analyst?

You will provide timely and accurate technical assistance to customers, investigate and diagnose technical issues, and collaborate with cross-functional teams to identify solutions.

How important is customer engagement in this role?

Customer engagement is critical; you will be responsible for fostering positive relationships by delivering exceptional support and understanding their needs.

Will I need to document my work and create knowledge resources?

Yes, contributing to maintaining an up-to-date knowledge base and documenting solutions and best practices is a key responsibility of the role.

Is continuous learning encouraged in this position?

Absolutely, staying updated with cloud technologies and analyzing support trends is essential to enhance service quality and implement proactive measures.

How will feedback be handled in this role?

You will provide feedback to enhance customer experience and collaborate with teams to improve services based on insights gained from your interactions.

What is meant by proactive support in this job?

Proactive support involves anticipating potential issues and taking steps to prevent disruptions before they occur, ensuring a smooth experience for customers.

Will I be responsible for handling escalations?

Yes, handling escalations is part of the role, where you will maintain accurate records and provide insights for continuous improvement.

What type of team environment will I be working in?

You will be part of a technical team that values collaboration and empowerment, providing best practices, training, and resources for effective customer assistance.

Are there any accommodations for applicants with disabilities?

Yes, we are committed to including people with disabilities at all stages of the employment process, and accommodations are available upon request.

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Oracle

Information Technology & Services

Technology
Industry
10,001+
Employees
1977
Founded Year

Mission & Purpose

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient. The work we do is not only transforming the world of business--it's helping defend governments, and advance scientific and medical research. From nonprofits to companies of all sizes, millions of people use our tools to streamline supply chains, make HR more human, quickly pivot to a new financial plan, and connect data and people around the world. At work, we embrace diversity, encourage personal and professional growth, and celebrate a global team of passionate people developing innovative technologies that help people and companies tackle real-world problems head-on.