Sr CX Marketing Responsys (B2C) Product Support Analyst
Oracle
- USA
- Permanent
- Full-time
- Maintain a detailed understanding of product architecture, technical components and application functionality
- Trouble shoot issues that cannot be resolved by Tier2 support
- Collaborate closely with Development and Operations to solve complex issues
- Demonstrate your knowledge to achieve domain expert status (SME)
- Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues
- Demonstrable ability to mentor and display leadership and ownership of issues
- Set up and document trouble shooting procedures
- Responsible for creating knowledge base articles for both internal and customer facing solutions
- Provide on-going training to Support team members
- Required to participate in the weekend on-call rotation
- Required to provide some Holiday coverage
- Bachelor's degree in information technology, computer science or a related field or equivalent experience
- 5-7 years customer support experience for Enterprise software applications
- 2+ years with multi-tiered application support experience
- 1+ year in senior/critical issue role
- 2+ years of experience in a SaaS environment
- Strong written and verbal communication skills with experience communicating at all levels of client organizations.
- Strong problem solving skills
- Working knowledge of relational database management systems with the ability to write and debug SQL queries
- Strong SQL performance debugging skills is a plus
- Solid experience with solving issues using information provided in logs such as Kibana
- Experience developing or maintaining Java-based software and applications is a plus
- Ability to function and thrive in a team environment with an appreciation of aggressive goals
- Ability to develop and deliver training sessions to peers.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer