Position Overview: 

• Position is for a Functional Analyst in Oracle Commerce Cloud responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. 
• The main 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 on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
• The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud and On Premise customers. This work includes:
• Work directly with Customers for
  • Advising on 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 resolution of critical Customer situations
• Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions
• Formal mentoring for promoting the technical and professional development of others
• Creation/review of Knowledge Articles

Qualifications:

10 to 15 years In depth knowledge of functional domains such as: Commerce Cloud and CX

Others

• Exhibit effective analytical skills & organizational skills
• Good command over spoken & written English
• Interact directly with customers and follows through on all assignments and takes ownership of customer issues
• Seeks innovative ways to improve the process of delivering solutions to customers
• Strong written and verbal English communication skills; multi-lingual a plus
• Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.

As a member of the Support organization, 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 customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).













Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.