✨ AI Summary
The Support Engineer 1 role provides first and second-level technical support for Oracle customers, handling inquiries via phone and electronic channels. Responsibilities include troubleshooting and resolving issues with Oracle products, coordinating with experienced peers, maintaining documentation, and contributing to knowledge base articles. The role also involves assisting internal teams, leveraging automation for root cause analysis, and identifying potential process enhancements.
Qualifications include a preferred Associate degree or equivalent work experience, with a minimum of 2 years in support. Strong customer service skills, attention to detail, good interpersonal abilities, and excellent English communication are essential. Experience with Oracle Hospitality or Retail products, help desk operations, and relevant certifications are desirable. The role requires adaptability to rotating shifts, including nights, weekends, and holidays, with a hybrid work setup involving on-site presence during training and periodically thereafter.
🎁 Benefits & Perks
flexible medical, life insurance, and retirement options, volunteer programs
Requirements
Associate degree or equivalent work experience is preferred. Minimum 2 years of support experience including Oracle or non-Oracle products. Must possess strong customer focus, attention to detail, good interpersonal skills, and excellent verbal and written English communication. Willingness for self-learning and active participation in trainings is required. Desirable experience includes Oracle (MICROS) Hospitality or Retail products, help desk experience, relevant certifications (A+, OCA, OCP, MCP, MCSE), telephone soft skills training, and Oracle DB qualifications/SQL skills.
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.