The Advanced Customer Services(ACS) practice is looking for Advanced Support Engineers working within ACS to deliver proactive and reactive technical support to customers.
The Advanced Customer Services (ACS) practice is a unit within the Oracle Norway Customer Service Organisation that establishes long term relationships with many of Oracle's largest Norwegian customers through annuity-based support contracts. Advanced Support Engineers working within ACS deliver proactive and reactive technical support to these customers, assisting them to maximise the stability, availability and performance of their critical business systems. Advanced Support Engineers work mainly on customer sites with occasional opportunities to work from home or from our Oslo office.. Training is provided to ensure Advanced Support Engineers maintain an up to date knowledge of Oracle products and services.
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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.