2nd Level Retail Software Support Engineer (German)

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 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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired profile

Qualifications :

OVERVIEW DESCRIPTION
Come join the Retail Global Business Unit by Oracle - one of the leaders of the worldwide IT industry and the Nr. 1 Employer in Romania in 2017.
For this role you will work together with the 1st Level Software Support, to solve the issues or the incidents escalated from this Team.
You can also interact with the Development Team in order to identify, explain and detail bugs for a correct understanding and fix by Development level.

Mandatory Skills/ Job Specifications:

·  Excellent 2nd Level Software / Application and systems support experience in a Support environment.
·  Fluency in German (both written and verbal) >minimum required level B2, ideal C1
·  Fluency in English (both written and verbal) > minimum required level B2
·  Team Player Mentality
·  Solid Professional Attitude
·  Strong problem solving skill and capacity of analyzing high amounts of data
·  Experience of supporting/administering Microsoft SQL Server
·  Experience of supporting Java Application is not mandatory but is great plus for candidate
·  Experience of supporting Microsoft Windows Server Systems.
·  Ability to effectively explain technical issues to non-technical users and peers.
·  Ability to work in Team and share knowledge
·  Excellent written and verbal communication skills
·  Previous experience in Retail System Software is not mandatory but is great plus for candidate
·  Knowledge of Microsoft Office and Microsoft Technologies
·  Availability to work in normal and late shifts (night shifts not required)
·  Availability to work in weekend shifts (2 per month – compensated as overtime or free day)
Essential Functions / Responsibilities:

·  Provide 2nd Level Support to the 1st level team and to the Customer
·  Take on Customer call pass-through by the 1st level team for a priority issue
·  Take the ownership of assigned incidents
·  For all the ticket escalated keep all colleagues and people involved in the situation until a solution is reached
·  Share expertise on Troubleshooting to help colleagues and increase knowledge in team
·  Become an expert user of Retail Software support to assure a proper support to the customer
·  Identify and replicate software bugs in collaboration with internal/external Software Development teams
·  Produce technical/procedure documentation for use by the Software Support Team, 1st / 2nd Level Support
·  Identify opportunities for improvement in Oracle Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager
·  Work as part of a team and also on own initiative.
·  Research and update knowledge system using available information resources
·  Follow Global and Standard ITIL procedures
·  Identify and escalate to Management the situations requiring urgent attention and may be a potential issue before customer escalation
·  Support on site technicians by till installation and set up
·  Prepare activity reports for discussions in case of On Site Meetings with the customers
·  Keep up to date with Software Releases, Customer Customization and through self-learning
·  Demonstrate a proactive approach to prioritizing assigned workload and resolving incidents

Nice to have:

·  Good Knowledge in Microsoft SQL Server and writing/understanding queries
·  Good Knowledge in JAVA troubleshooting is a benefit
·  Good Knowledge in Linux (SLESPOS, CentOS or other distribution) and Bash scripting
·  Basic/Advanced Knowledge of Network Systems (routing, client-server troubleshooting)
·  Advanced Knowledge of Windows Operating Systems - administration and security
·  Convey passion for Clients, Colleagues, Partners and Identify and opportunities for collaboration in a professional way with other teams to achieve company goals and customer satisfaction
·  But if you don't, we will teach you.
Good to know:

·  Multicultural environment - team based in Bucharest, Iasi & Berlin
·  Shifts avoid traffic peak hours We take care of each engineer in our team through diverse benefits, including:

·  Recognition and rewards proportional to performance
·  Attending technical training
·  Access to an enormous array of learning resources like different learning platforms (Lynda, Safari Books and other)
·  Top-tier medical insurance
·  Having a real impact while doing what you love
Job Description created in collaboration with team members & hiring manager.