Job Description

Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s). Coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and learns to create Knowledge Base articles and/or troubleshooting guides for resolving issues. Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues. Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.

Support Engineer 1

As a Support Engineer 1, you will provide first- and second-level technical support to Oracle customers, managing inbound calls and Service Requests while delivering timely, high-quality resolutions. You'll troubleshoot a broad range of application, database, hardware, and cloud environment issues, leveraging your technical expertise and Oracle knowledge base to resolve customer challenges. In this customer-facing role, you'll also contribute to knowledge management, continuous learning, and process improvement, while ensuring the highest standards of security and customer satisfaction.

Key Responsibilities:

• May be the first line of telephone contact for our customer base - You are the face of Oracle Support
• Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
• Provide first line application support for a wide range of product or systems related service requests
• Log and manage support requests in the appropriate systems in a timely manner and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
• Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timey manner or work with your manager or team lead to reassign to the appropriate resource or group
• Take ownership of SRs and monitor through to resolution - this includes SRs passed to other teams or external partners
• Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress
• Contribute to Knowledge by actively commenting and providing feedback on KM articles
• May perform remote on-line support via WebEx, Bomgar, VPN etc. to the customers’ premise based environment OR to the customers’ hosted (cloud) environment. Perform remote diagnostics on the application and/or database and take the appropriate corrective action
• Reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve
• Work towards service level resolution within a timely manner or work with your manager to reassign to the appropriate resource/group or escalate
• Carry out other duties as reasonably requested by your line manager

Qualifications:

• Associate degree is preferred and/or equivalent work experience.
• Minimum 2 years providing support including both Oracle or non-Oracle products.
• Customer Focused - has the ability to empathize with customers and is able to deliver great customer service in a professional and polite manner
• Strong attention to detail and accuracy
• Good interpersonal skills and a team player - able to work as part of multi-disciplinary teams
• Use skills and knowledge to produce excellent work that we are all proud of
• Excellent verbal and written English communication skills
• A willingness to use self-learning tools and online documentation for self-learning as well as active participation in product related classroom trainings
• Desirable experience:
  • Prior experience in managing or working with an Oracle (MICROS) Hospitality or Retail product
  • Prior help desk or relevant experience
  • A+, OCA, OCP, MCP, MCSE or other similar certifications
  • Telephone soft skills training
  • Oracle DB qualifications / SQL skills a distinct advantage
• Must be amenable to working rotating shifts, with the core schedule aligned to the Manila night shift, including weekends and holidays as required
• Hybrid work setup: three days on-site per week during training, transitioning to one day on-site per week thereafter.

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Career Level - IC1

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