产品市场技术支持岗位职责

市场云产品技术支持工程师Oracle甲骨文甲骨文(中国)软件系统有限公司,Oracle甲骨文,甲骨文,甲骨文(中国)软件系统,甲骨文中国,甲骨文北京OracleMarketingCloud(OMC)EloquaProductSupportEngineerforEnglish&JapaneseLanguagesSpeaking(Dalian)

Objective:

AsaSupportEngineerofOracleMarketingCloud(OMC)forEloquaproduct,actasthetechnicalinterfacetocustomersandresponsibleforresolutionofproblemsthroughresearch,collaborationorproblemreplication.

Responsibilities:

Communicatewithcorporatecustomersviatelephone,writtencorrespondence,andelectronicserviceregardingfindingsolutionsfortechnicalproblemsidentifiedinOMCEloquaproduct.

Managecustomer’sescalations/expectationsandensuretimelydeliveryofhighqualityresolutionontechnicalissuefocusingonrootcauseanalysisandprevention.

Developandimplementstrategiesforprovidingproactivesupportresultinginfewerincidents,increasedavailability,oraccelerateddeployments.

TheprospectivecandidateshoulddrawuponallresourcesatOracle,toadviseandconsultontheuseofEloquatechnologiestoavoidsuchproblemsinthefuture.

Educateandwalkthecustomerthroughtheproblem-solvingprocess.

Adoptappropriatediagnosticmethodology&procedureswhenhandlinganddocumentingtechnicalissuesthatcomplywithSupportprocesses,policies&SLAs.

Collaborateoncross-teamandcross-producttechnicalissuesbyworkingwithresourcesfromothergroups(e.g.CloudOperations,GNC,Deliverability,ProblemManagement,Development,OperationandEscalationteams)asneededtoresolvecustomerissues.

ResearchandstudyonEloquafeatures,keepabreastofnewreleasesandfunctionalitiesorrelatedtechnologiestomaintainproductexpertise.

WritetechnicalarticlesonEloquaproductfortheKnowledgeManagement.

Requirements&Qualifications:

Candidateshouldpossessthefollowingskills&competencies:

KnowledgeofB2BorB2Cdigitalmarketingdynamics,emailrouting&deliverability,Java,HTML,XML,RestAPIs/Restfulservices,JSON,Webscripting/servicesandwebtechnologieslikeSPF,DKIM,SSL,SEOwillbeadvantageous.

Greatproblemsolvingskills,withastrongbiasforqualityandengineeringexcellenceatscale.Notonlymustyouabletoidentify,analyze,diagnoseandtroubleshootcomplexproblemsusingappropriatetoolsunderconstraints,butabletohandlewithutmostprofessionalismwithoutcompromisingcustomers’satisfaction.

Musthavestrongcustomer-centricitymindsetandthepassiontoworkinservicesupportlineofbusinessincludingprovidingpreventivesupportandproactiveadvice.

ExcellentinterpersonalcommunicationandwrittenskillsinEnglishandJapaneseisaMUST.SincethispositionrequiresJapanesespeakingskill,itnecessarythatyouhaverelevantexperienceindealingwithJapanesecustomers.

Abletoworkwithminimalsupervision,self-motivated,self-directedandtakeinitiativetocollaborateandsynthesizewithmemberslocallyorgloballyacrossdifferentgeographicaltimezone.

Requiresdiscretionandindependentjudgmentinadynamicenvironmenttoanticipateandassessambiguoussituationsespeciallywhendealingwithcustomers.

Provenexperiencedeliveringhighperformanceenterprise-widesoftwareorSaaSapplicationsupportorconsulting.Knowledgeofdigitalautomatedmarketingtoolswillbeadvantageous.

BE/MEinComputerScience,Engineering,relatedfieldorequivalent.

DetailedDescriptionandJobRequirements

AsamemberoftheSupportorganization,yourfocusistodeliverpost-salessupportandsolutionstotheOraclecustomerbasewhileservingasanadvocateforcustomerneeds.Thisinvolvesresolvingpost-salesnon-technicalcustomerinquiriesviaphoneandelectronicmeans,aswellas,technicalquestionsregardingtheuseofandtroubleshootingforourElectronicSupportServices.Aprimarypointofcontactforcustomers,youareresponsibleforfacilitatingcustomerrelationshipswithSupportandprovidingadviceandassistancetointernalOracleemployeesondiversecustomersituationsandescalatedissues.

AsaSr.SupportEngineer,youwillbethetechnicalinterfacetocustomers,OriginalEquipmentManufacturers(OEMs)andValue-AddedResellers(VARs)forresolutionofproblemsrelatedtotheinstallation,recommendedmaintenanceanduseofOracleproducts.HaveanunderstandingofallOracleproductsintheircompetenciesandin-depthknowledgeofseveralproductsand/orplatforms.Also,youshouldbehighlyexperiencedinmultipleplatformsandbeabletocompleteassigneddutieswithminimaldirectionfrommanagement.Inthisposition,youwillroutinelyactindependentlywhileresearchinganddevelopingsolutionstocustomerissues.

Jobdutiesarevariedandcomplexutilizingindependentjudgment.Mayhaveprojectleadrole.4yearsexperiencewithCoreproductsorfiveyearsexperiencewithApplicationsproductsandhaveatechnicaldegreei.e.,BSComputerScience/ManagementInformationSystems/Science/Engineering/Math/Physics/Chemistrywitha3.0GPAOR(forApplications)provenprofessional/technicalexperience,i.e.,demonstratinganunderstandingofApplicationsatafunctionalandtechnicallevel(preferablyOracle)

Job:Support

Travel:No

Location:CN-CN,China-Dalian

JobType:RegularEmployeeHire

Organization:Oracle