Young Graduates Program

Job Description

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 of our Electronic Support Services. As 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 Systems Engineer, you will interface with the customer's IT staff regularly. Either at the client's site or from a remote location, you will be responsible for the resolution of moderately complex technical problems related to the installation, recommended maintenance and use, and repair/workarounds for Oracle products. You should know about some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. A Bachelor's degree in Computer Science, Engineering, or equivalent experience is preferred.

Responsibilities

• The Advanced Customer Services (ACS) is a unit within Oracle’s Customer Service Organization that establishes long-term relationships with many of Oracle's customers through annuity-based service contracts and project-based one-time services. ACS services team sells from a broad IT-services portfolio both on a fixed price and T&M basis.
• ACS services are typically requested by large Oracle customers that require the utmost attention to real mission-critical applications and processes. ACS covers the majority of large-scale Oracle customers.
• Oracle Advanced Customer Services provides unmatched, tailored support that ensures the organization's Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete, all while coexisting within your IT environment.
• ACS is industry-leading expertise with the highest customer satisfaction to support the organization’s business every step of the way.
• As a member of the team, you are required to follow standard practices and procedures to analyze situations/data and deliver functional and technical solutions to applications, databases, and cloud technologies. Work involves problem-solving with assistance and guidance in understanding and applying relevant Oracle methodologies and practices with limited autonomy. Implement Oracle products and technology in various industries to meet customer specifications.

Skills and Experience

• Strong desire to provide high-quality customer service
• Excellent written and verbal communication skills in English
• Excellent problem-solving skills
• Able to work with minimal supervision, self-motivated, self-directed, and take the initiative to collaborate and synthesize with members locally or globally across different geographical time zone
• Ability to effectively manage multiple tasks Strong organizational skills
• Team player who demonstrates positive, constructive interpersonal skills
• Willing to work overtime and holidays as requested
• Willing to work with a wide variety of cultures
• Willing to be contactable on an on-call basis after-hours by mobile phone
• Adhere to company standards, policies, and procedures
• Ability and credibility to work effectively with both our internal and external customers at all levels of the organization
• Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the square'
• A self-starter with initiative, drive, and a strong desire to succeed
• BE Computer Science/Electronics or MCA graduates with a minimum score of 70% or 7+ CGPA will be considered.