Oracle Taleo SaaS Helpdesk Government Cloud Support Analyst (Security Cleared ideally) in Reading, United Kingdom

Taleo SaaS Helpdesk Government Cloud Support Analyst (Security Cleared ideally)

Preferred Qualifications

Taleo Saas Helpdesk Government Cloud Support Analyst

Location: Reading, UK

A competitive salary is offered

As a member of the Support organization for UK Government Clients, 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.

Pre requisites:

  • Familiarity with SaaS Concepts ideally in Taleo

  • UK Government Security Clearance (or willingness to be security cleared)

  • UK based Resident for more than 5 years

  • BA Honors/Science Degree

Scope

  • Reports to the UK Cloud Support Manager

  • Works as a Product Specialist in a UK Team

  • May be asked to work during nights or weekends on the shift basis to cover 24x7 service coverage

Responsibilities may include

  • Ideally 1 to 2 years working in a SaaS Helpdesk environment

  • Managing Customer Service Requests and being the single point of contact. Filters Help Desk calls and provides basic support and troubleshooting, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.

  • Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

  • Provide first level phone support, performing problem recognition, research, isolation in a SaaS Environment or escalating issues to Tier 2 team (Cloud Ops or GCS)

  • Records and/or maintains accurate information within SR System (MOS)

  • Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

  • Work in a team environment

  • Coordinating, working with and following up on work performed by remote Teams

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).

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.

As a Systems Engineer, you will interface with the customer

  • s IT staff on a regular basis. Either at the client

  • s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

Job: Support

Location: GB-GB, UK-Reading

Job Type: Regular Employee Hire

Organization: Oracle