Oracle OnDemand Technical Analyst - CRM

The Technical Analyst is responsible for providing world class application end user support to external CRM OnDemand, UpShot Edition, & Contact OnDemand customers.

In this position, you will provide support services to Oracle’s CRM OnDemand customer base, specifically in the area of end user questions, problems, and general product inquiries. Follows standard practices and procedures in analyzing situations or data where answers can be readily obtained. Normally receives detailed instructions on most work during training. Customer service skills combined an ability to troubleshoot technical and application issues will be a key factor to succeeding in this position.

Responsibilities:

- Staff 24 x 7 OnDemand Support Line.

- Support and maintain effective relationships with customers and operational partners.
- Answer an average of 30-50 daily inbound support calls from external customers in order to resolve or escalate issues using appropriate and documented processes.
- Monitor and respond to incoming web service requests, resolving and / or escalating issues using appropriate and documented processes.
- Assist business operations through existing procedures in its continuous effort to communicate, enforce, and inform any and all system changes that effect our global population.
- Develop a complete understanding of CRM OnDemand, Upshot Edition and Contact OnDemand product lines.
- Develop professionally in order to increase technical, functional, and interpersonal competence.
- Continue to refine Customer Satisfaction skills to better service the client.
- Attend training pertaining to assigned software products.
- Adheres to the policies and procedures of Oracle Corporation.
- Other duties as required
Qualifications:

- BA/BS degree or equivalent experience.
- 1 - 2 years experience supporting medium to large applications.
- 1 - 2 years experience providing end user support external customers.
- 1 – 2 years experience using CRM and reporting applications preferred.
- Experience with Microsoft Windows and MS Office applications; specifically EXCEL, Word, PowerPoint and Electronic Mail.
- Hands on experience in the areas of hosted application support, call center experience, or general customer service skills.
- Working knowledge of assigned company products
- Ability to interact effectively with other technical and non-technical resources
- Fleunt English is required
- Fluency in another European language is a strong plus
- Ability to quickly establish comfortable & effective working relationships
- Understanding of client/server and Internet concepts and techniques
- Strong oral and written technical and interpersonal communication skills including sensitivity to user community.
- Excellent organizational skills
- Demonstrated ability to analyze and evaluate complex data
- Ability to manage multiple tasks at one time
- Highly motivated - self starter
- High technical apptitude and problem solving skills
- Ability to problem solve and meet deadlines.


Please submit your CV in English. Thank you!