Technical Analyst
Oracle Corp. 864 reviews - Québec, QC

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At Oracle/Taleo, we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry

Taleo's Customer Support is looking for an Engineer who has a passion for delivering superior customer service, has strong analytical and communication skills, and enjoys working with computers, the Internet, and software. You must be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a helpdesk/customer service role.

We're looking for individuals with strong time management skills who know how to push results efficiently and effectively. If you have experience supporting users of Enterprise Web applications and have experience as described below, you may be just what we're looking for:


Bachelor's Degree in computer sciences, programming or a related field or relevant Customer Support experience
At least 2 years experience in a support position
Experience with SQL and Oracle databases
Strong technical problem solving skills, with an ability to troubleshoot complex application issues
3 to 5 years experience in customer service
Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English
Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
Phone/call center experience desired
Application Help Desk experience with Customer Relationship Management(CRM)systems desired
Strong problem solving skills
Exceptional research skills and resourcefulness
Ability to work with a globally distributed team without direct supervision

Roles and Responsibilities

The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are -high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. This work includes:

Work directly with Customers
for advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Manage highly complex and critical customer issues
Serve as Situation Manager on highly sensitive issues
Consult with Management in directing resolution of critical Customer situations
Knowledge gain and sharing
Achieve knowledge transfer with teammates through development and delivery of formal team training sessions
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles
Operations Management
Analyze work load, determine best practices and implement changes to improve productivity
Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc.
Participate and drive initiatives
Improve overall product and documentation quality
New products/releases testing and Support Readiness
Beta programs
Customer service improvement

Oracle employee benefits programs are designed individually for each region to ensure they best meets the needs of employees and their eligible dependents. See how ORACLEflex and other benefits help employees thrive at Oracle.

About this company
864 reviews
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the...