• Oracle Service Cloud Customization Support Engineer Jobs in Romania - 25340757

  • Romania
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  • 4 - 7 Years
  • Posted : above 1 month

Job Description:

Oracle Service Cloud Customization Support Engineer - 1900109H

Preferred Qualifications

We have one charter within the Oracle Service Cloud Technical Support team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible

As part of the Oracle Service Cloud, we support nearly 2000 global customers who serve more than 8 million users per day on our Oracle Service Cloud CX Suite - a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences Our approach to providing technical support is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution

We are a global organization with US Support Centers in Bozeman, MT, San Mateo, CA, and Boulder, CO as well as International Support Centers in London, Amsterdam, Tokyo, and Sydney If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!

This is a two-role position within the Escalation Support Customizations team, with separate but equally rewarding responsibilities As a customizations support engineer, you will be the technical interface to our customers for resolution of problems related to the development side of our Oracle Service cloud products The second part of this position is that of an operations specialist, who will be responsible for working with Technical Support managers, agents and outside entities as they relate to Technical Support Operations projects The individual in this role will report up to the Technical Support operations manager Review of project statuses and additional workflow details will occur on a regular basis

You will be responsible for fostering continual improvement of the internal tools and their use, setting and maintaining high standards of performance and ensuring timely delivery with the greatest possible quality while maintaining data security


Create integrations for RightNow CX as used by Technical Support, ie browser controls, external events, add-ins,and CPMs

Create and edit reports for management

Modify and maintain aspects of Oracle Service Cloud End User Pages at cxrightnowcom as they pertain to Technical Support

Maintain CX workspaces and workflows for use by Technical Support

Perform core functionality testing for quarterly Oracle Service Cloud releases

Maintain Oracle Service Cloud business rule base in aspects that pertain to Technical Support

Maintain dashboards for use by Technical Support agents

Project Scoping and Design

Meet Project Deadlines with accuracy

Communicate clearly and accurately with all points of Contact related to assigned duties

Write and troubleshoot add-on using PHP, RightNow Connect and other tools as needed

Create robust solutions to Technical Support issues within the internal site

Work with members of the operations team in a collaborative effort when needed in all areas of the department

Prioritize work on several projects at a time

Write complex reports to fulfill internal requests

Other duties as assigned and determined by Technical Support Operations Manager

Essential Knowledge, Skills,Abilities, and Background

2-3 years experience in Internet technologies and operation (PHP, MySQL, XML, HTML, CSS, SOAP), Relational Database Management Systems (MySQL), and call center technology
Exposure to software development, debugging, documentation, and troubleshooting
Exposure to programming, ideally in Java, j-query and some C language
Ability to manage multiple projects and deadlines
Ability to prioritize
Strong logic, reasoning, and math skills
Exceptional communication skills ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing Must have technical writing capabilities

Preferred skills, abilities, andbackground

Strong PHP skills

Code Igniter and MVC architecture understanding

Ability to anticipate and gather requirement

Understands importance of scalability and performance, and can apply these concepts to project design

Able to work within standard product functionality to achieve desired outcomes whenever possible

Solid understanding of HTML, WebDesign and internet security

Strong XML understanding and experience

Experience with CRM, SFA, MA or Customers Service applications a plus
Superior Oracle Service Cloud product knowledge and hands on product experience a plus
Security clearance
English but Japanese and German language skill in addition to English would be ideal (written and spoken)

As a global company, our technical support team is a 24x7 operation This role requires shift work or occasional work during non-standard business hours, coverage during public holidays, and possibly travel

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 07th Jun 2020

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