Oracle Health Sciences Global Business Unit (HSGBU)

Oracle Health Sciences Global Business Unit (HSGBU) is looking for a Senior Technical Support Professional with Japanese language expertise to join our Oracle Health Sciences Safety Support team.

A successful candidate for this position will provide technical support directly to end-users, via telephone and web portal, for a wide variety of issues for Oracle Health Sciences Oracle Argus Safety and Empirica Signal products. A primary point of contact for customers, this candidate will be responsible for upholding and exhibiting Oracle’s standards of world-class customer support while providing advice and assistance within our standard operating procedures as well as regulatory and industry standards. Our mission in HSGBU Safety Support is to dynamically adapt to customer needs to ensure ongoing customer success and patient safety.

Oracle HSGBU is a specialized business unit focused solely on the software and service requirements of the Health Sciences industry. By delivering software solutions aimed at adding value to healthcare and life sciences organizations, the HSGBU has the unique and exciting opportunity to be at the forefront of enabling better patient outcomes within the clinical industry. More information about Oracle HSGBU is available here: https://www.oracle.com/industries/life-sciences

 

Responsibilities

Daily tasks, each aimed at resolving technical issues reported by end-users of the software, include database querying; review of technical design specifications; problem replication; handling high-profile telephone calls; coordination with cross-functional teams; collaboration with a network of global colleagues; identification and documentation of system defects; creation and implementation of creative workaround solutions; and contributing to knowledge management. Issues to be addressed may be critical, requiring fast-paced responsiveness; multi-tasking; and strong coordination and communication skills to successfully resolve. Resolution often requires the development of a custom solution, leveraging all tasks/teams previously mentioned.

 

Requirements

• In addition to English, proficiency in written and spoken Japanese will be preferred, as you will work with multiple regional stakeholders and customers in various locations, where communication is conducted mainly in Japanese
• 3+ years of technical support or technical consulting experience
• Excellent verbal and written communication skills
• Good problem-solving skills and strong personal drive
• Good work ethic and excellent time management skills
• Customer-focused, with a pro-active and responsive approach. Able to understand and define customer needs
• Experience with the Windows, Unix and Linux Operating Systems
• Demonstrated expertise with UNIX scripting, SQL, XML, Visual Basic, Java Scripting, Oracle databases and PL/SQL programming languages
• Ability to thrive in a challenging environment as the business develops and scales

 

Nice to have

• SaaS/Cloud experience
• Knowledge of Drug Safety and Pharmacovigilance processes and regulations.
• Hands-on implementation experience with safety databases like Oracle Argus Safety and/or Empirica Signal products

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 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 minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 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)