Lead Technical Support Analyst. Juneau LilyLifestyle

Job Description

Join our dynamic team and contribute to our mission of providing exceptional post-sales support to our esteemed Oracle customer base, including key clients in government cloud and Department of Defense sectors. US Citizenship is preferred for this role due to the specific client requirements.

As a pivotal member of the Support organization, your role will be to advocate for customer needs, addressing both technical and non-technical inquiries via phone and electronic communication. You'll be a primary point of contact for customers, ensuring smooth interactions with internal teams and guiding them through escalated issues.

As a Lead Technical Support Analyst, you will provide strategic technical support aimed at achieving the highest levels of customer satisfaction. You will leverage automated technologies and instrumentation to diagnose, document, and resolve customer challenges while preventing future issues. Your technical expertise will be crucial in addressing complex, critical customer inquiries.

This role requires you to lead both individually and as a team contributor, offering mentorship to others. The work is both non-routine and complex, utilizing advanced technical and business skills in your area of specialization. If you possess at least 7 years of experience with Core products or 8 years with Applications products, along with a strong academic background (BS in Computer Science, Management Information Systems, Engineering, Math, Physics, or Chemistry with a 3.0 GPA), we want to hear from you!

• Effectively manage and resolve Service Requests from customers regarding Oracle products.
• Own and resolve issues while managing customer expectations throughout the Service Request lifecycle.
• Implement and enhance new processes and tools to elevate support quality.
• Contribute to the creation and maintenance of Knowledge Management content.
• Collaborate with development teams on improving product performance.
• Adhere to Oracle's standard business processes and maintain your team's product expertise.
• Continuously refine your knowledge in Database Security and general IT Security matters.
• Stay updated on new product releases relevant to your supported product area.
• Exhibit self-motivation and efficiency in resolving customer issues quickly.
• Maintain excellent communication skills, both verbal and written.

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 10+ years of professional and technical experience in database, network, or system administration roles.
• Fluency in English, with exceptional verbal and written communication skills.

We welcome all applicants, including those with disabilities, and are committed to providing necessary assistance throughout the employment process.