Oracle Helpdesk Analyst - Retail - German Speaker in Berlin, Germany
Helpdesk Analyst - Retail - German Speaker
German (native speaker) and English language skills required.
Position will be required work in a call center environment and applicant should be available for any shift, including weekends.
Candidate will need to understand the use of operating systems, hardware environments, software, networking, etc.
will open and prioritize service request, analyze the hardware or
software problem, provide real time resolution with follow up for more
complex matters, handle open service requests that are dispatched,
handle and document the case for escalation. Support will be delivered
via electronic channels (remote access, web, e-mail, etc.) or phone.
At least 1 year of related experience.
Point of Sale/POS system knowledge is a plus.
ideal candidate will demonstrate the following: excellent communication
skills, able to demonstrate prior skills and abilities, ability to
prioritize, multi-tasking capability, contribute to the team and be an
effective team player, and can demonstrate a commitment to ensuring
Detailed Description and Job Requirements
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, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
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, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Job Type: Regular Employee Hire