Apr
25
2012

Technical Analyst 4-Support

Posted by
Job Title Technical Analyst 4-Support
Location United States,MT,Bozeman…
Organization Name RightNow Customer Care
Department Description
We have one charter within the Oracle RightNow Customer Care team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible.

As part of the Oracle RightNow Global Business Unit, we support nearly 2000 global customers who serve more than 8 million users per day on our RightNow CX Suite – a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences.  Our approach to providing customer care is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution.  We are a global organization with US Support Centers in Bozeman, MT, San Mateo, CA, and Boulder, CO as well as International Support Centers in London, Amsterdam, Tokyo, and Sydney. If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!
Brief Description
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.
Detailed Description
As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.
Job Requirements
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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).
Additional Details
The Premium Care Specialist provides customer care, support leadership & vision, with a strong delivery mindset to the customer.  This individual is responsible for providing a superior customer experience through the support and delivery aspects of their RightNow relationship.  The Premium Care Specialist is expected to drive continual improvement, set and maintain high standards of performance, and ensure timely responses and delivery with the greatest possible quality.

  • Works as single point of customer contact for technical and support issues, facilitating cross-functional solutions to issues
  • Drives resolution of technical support issues, including personally handling and providing technical guidance to internal teams.
  • Maintains comprehensive technical knowledge of all relevant product customizations in use at client sites.
  • Proactively monitors and updates customers regarding technical needs/issues/opportunities
  • Maintains deep and comprehensive knowledge of the RightNow product, including specific versions in use at assigned client sites.
  • Encourages customers to maintain release on most current product version, assists clients with upgrade issues.
  • Attends periodic meetings with assigned accounts, up to 25-50% travel
  • Works with Technical Support, Hosting, Professional Services, Sales and Development groups to meet customer needs.
  • Provides account status reporting to client and RightNow management team
  • Maintain industry leading knowledge in core areas of responsibility

The Premium Care Specialist must have a compelling background of high touch client service as well as demonstrated skills in working customer issues at all levels with clients and internally. Leading candidates will have excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations. Must be highly organized, self-directed and attentive to detail.  This individual will be given extensive authority to drive customer issues to final resolution, and must have demonstrated an ability to assess client needs vs. company priorities.

  • Smart and engaging, with a high standard of personal performance and ability to operate independently in accordance with company goals
  • A driven individual who sets aggressive personal goals and executes on them
  • Proven ability to manage priorities, focus on key objectives, and deliver exceptional value
  • Exceptional communication skills, highly organized approach to work, and comfortable embracing and driving change
  • 2+ years Project Management experience
  • 3+ years working in a professional technical support or consulting environment
  • Intimate knowledge of Internet technologies and operation (PHP, MySQL, XML)
  • Ability to manage challenging customer interactions
  • Experience with CRM, SFA, MA or Customers Service applications
  • Familiarity with Relational Database Management Systems (MySQL, SQL Server, Oracle), call center technology, Internet technology, etc.
  • Ability to read/troubleshoot HTML/JavaScript/PHP
  • Understanding of Web services, SOA, Web 2.0 technologies
  • Superior RightNow product knowledge and hands on product experience a plus

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