At a Glance
- Tasks: Provide top-notch technical support and troubleshoot customer inquiries.
- Company: Join a leading tech company focused on innovation and customer satisfaction.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth.
- Other info: Dynamic team environment with continuous learning and career advancement opportunities.
- Why this job: Be the hero for customers by solving their tech problems and enhancing their experience.
- Qualifications: Tech-savvy individuals with problem-solving skills and a passion for helping others.
The predicted salary is between 45000 - 50000 £ per year.
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving known issues encountered with assigned Oracle product(s). Collaborates with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and begins to create Knowledge Base articles and/or troubleshooting guides for resolved issues. Consults internal teams and stakeholders on diverse customer situations and technical issues. Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identifies and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices. Please note: Must be willing to undertake or preferably has already undertaken the UK Government Security Vetting process.
Key Responsibilities
- Technical Support and Solution Delivery
- Customer Support and Advocacy: Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means. Provides technical support to customers by answering technical questions, troubleshooting, and resolving known issues related to assigned Oracle product(s).
- Technical Problem-Solving and Resolution: Leverages routine understanding of problem resolution, which may include fix delivery, and product certification to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, independently. Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed. Collaborates with internal teams and/or more experienced peers to report design, reliability, and maintenance problems or bugs, contributing to resolution of routine issues through roll-up.
- Technical Support Documentation: Documents activities taken on service request and/or product documentation, beginning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution. Begins to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
- Technical Proficiency and Support Enhancement
- Technical Support Collaboration: Develops a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s). Consults internal teams and stakeholders on diverse customer situations and technical issues. Participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes.
- Technical Support Improvement: Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues. Begins to identify frequently reported issues and recommend ideas that contribute to reducing repetitive issues, escalating as needed. Identifies and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.
- Performance Monitoring and Management
- Monitors and executes own current support service performance metrics, independently.
Additional Responsibilities (as needed)
- Vertical Lead: Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team. Proactively reviews cases, providing troubleshooting guidance and recommending next action items. Assesses product-related issues and assists in technical reviews of issue drafts. Conducts internal training and learning sessions focused on product, technical, and skills development. Acts as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date. Serves as the primary contact for the vertical regarding case transfer and feature coordination with other teams or product areas. Participates in activities related to knowledge bases, chatbots, and user guides to deflect cases and improve support efficiency.
- Services Translation: Provides translation oral and verbal services for technical and non-technical inquiries for products and services. Begins to understand more niche or technical terms and provide translation services for them.
Core Responsibilities
- Planning & Execution: Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements. Prioritises and adjusts work as resources or timelines change, with some guidance.
- Collaboration & Partnership: Collaborates within team to better understand expectations and achieve shared objectives. Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance. Actively listens and asks questions to enhance collaboration.
- Problem Solving: Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures. Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.
- Continuous Learning: Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices. Utilises feedback and training to improve skills. Participates in a culture of continuous learning and knowledge sharing.
- Continuous Improvement: Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance. Contributes to ideation for future process improvements.
Qualifications
Career Level - IC2
Support Engineer 2 employer: Oracle
Oracle is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the heart of Greater London. Employees benefit from comprehensive professional development opportunities, competitive compensation, and a commitment to operational excellence within cutting-edge data centre environments. Join us to be part of a forward-thinking team that values your expertise and fosters growth in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer 2
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Oracle value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Oracle a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Oracle!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Oracle.
We think you need these skills to ace Support Engineer 2
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Oracle!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Oracle
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
