Senior Support Engineer

RESPONSIBILITIES:

• Delivering high quality technicalservices to ACS customers.
• Ensuring adherence to internalmethodology, tools and quality standards.
• Proactively foresee existingcustomer needs and activities to provide better support and remain engaged withcustomer focused activities
• Work with other Oracle LOBs andPartners to ensure that knowledge is transferred both into and out of ACS, andact as technical Subject Matter Experts where required
• Be focused on innovation andtechnology and understand how these can be used to benefit both customers andACS
• Manage and resolve CustomerRequests according to product main strategy and model.
• Respond and resolve customer issueswithin Key Performance Indicator targets.
• Maintain an up-to-date and in-depthknowledge of new products.
• Ensure the timely completion ofplanned proactive tasks and Customer Requests.
• Owning and resolving problems andmanaging customer expectations throughout the life cycle in accordance withglobal standards.
• Working towards, adopting andcontributing to new processes and tools (ODC, diagnostic methodology, healthchecks, scripting tools, etc.