SQL & Unix Systems Analyst - Delivery & Customer Support

As a member of the Support organization, your primary focus is to provide post-sales support and solutions to the Oracle customer base while advocating for customer needs. This role involves handling customer inquiries via phone, email, and Service Requests, as well as addressing technical queries related to troubleshooting within our Electronic Support Services You'll play a key role in maintaining customer relationships, and you'll also assist internal Oracle employees with various customer situations

• Focus on delivering support and solutions to Oracle's customers.
• Guide and support customers throughout the product life cycle for successful product use.
• Act as the primary Company-customer link, sharing a point of view in processes, applications, and technology.
• Handle both non-technical and technical inquiries through phone, email, or ticketing system
• Act as a key contact point for customer relationships and internal assistance.
• Collaborate with customer IT staff for technical issue resolution (SQL / UNIX required), prioritizing communication, resource use, and timely progress.
• Work with general guidance from senior engineers, sometimes independently.
• Aim for highest customer satisfaction while working independently.
• Handle partner concerns and ensure smooth problem resolution.
• Solid understanding of cloud computing principles and functionalities, including IaaS, PaaS, and SaaS.
• Bachelor's Degree in Computer science (B.Tech & BE Preferred), with two years of related experience.

Join us in ensuring customer satisfaction through effective support and problem-solving!

Career Level - IC2

Responsibilities and Needed Skills

• Ability to coordinate, organize, and prioritize work activities for self and others is a must.
• Excellent proven customer service skills.
• Ability to clearly document processes and activities, maintain service desk records including incident reports and knowledge base articles.
• Willingness to work 24 x 7, including weekends and shifts as needed.
• Ability to diagnose and resolve basic technical issues.
• Escalate unresolved or complex issues to senior analysts or other IT teams.
• Proficient in English with excellent communication skills.
• Customer-oriented attitude.
• Ensure timely resolution of issues while adhering to service level agreements (SLAs).
• Ability to multitask and handle diverse responsibilities.
• Able to build relationships with key stakeholders and senior management.
• Escalate unresolved or complex issues to senior analysts or other IT teams.
• Familiarity with IT service desk metrics and processes.
• SQL, UNIX required as well as Oracle Database.