Oracle Technical Analyst 2-Flexcube Support in Cairo, Egypt
Technical Analyst 2-Flexcube Support
Oracle Financial Services Software , Banking Support group
The role Support Account Analyst
Customer management, Account Management, Fluent in English communication as well as local Egypt language, Excellent data analytical skills.
Details of Activities:
The primary responsibility of a support account manager (SAM) is to work with Oracle Banking customers, in identifying their business priorities and collaborate with the support teams to ensure the customer priority areas are addressed. As part of this role, SAM will work towards preventing escalations and where they occur, handle them by understanding and defining the problem statement, engage with the solution SPC, enable conversations / discussions as may be required by the customer & SMEs, monitor progress and drive towards early closure of the escalation.
SAM will also build and manage relationships with the customer, ensure prompt renewal of support contracts, create and maintain customer CRM information, proactively identify any training needs of the customer, communicate and ensure implementation of best practices of support.
SAM will display a high degree of maturity in engaging with the CXO of customers and ensure customer retention in using our products as well as make them our reference customers to grow in that country and region.
Desired Skills & Experience
ü Customer management,
ü Account Management,
ü Relationship Management,
ü Excellent communication & documentation skills in English.
ü Handling customer escalations end to end until closure.
ü The candidate has to be an Egyptian with fluency in English.
ü Regular visits to client locations within country based on requirements. May be required to work for extended hours on need basis if situation demands.
ü Have working knowledge in Banking and Financial industry with exposure to IT field
ü Understands Support functions and related experience
Communication skills, client interaction ability, English fluency, Relationship management, customer handling, escalation management, regular reporting to management team, dealing with all layers of customer, internal coordination, team player, taking ownership of account, leadership skills in dealing with senior management of customer.
ü 4- 7 years of total experience & 3 years of experience in primary skills.
Educational and Other Qualifications
ü Should hold a Masters in General Management or Business Administration or equivalent.
ü Fluency in English is a must.
ü Working experience in IT or Banking field
ü Should be willing to work in Egypt based on assignment requirement.
ü Should be open for local commuting to visit customers regularly.
ü Should be open to work at customer place within Egypt on need basis on time bounce excercise.
ü Should be willing to take up FLEXCUBE Domain certifications as and when required.
ü Ability to work in a high pressure, fast moving, multi cultural and challenging environment
ü Good Team player, self motivated, positive attitude & willingness to stretch as per work requirement
ü Being in Support profile, should be open to handle calls and communications round the clock based on emergency or escalations.
Detailed Description and Job Requirements
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 a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job Type: Regular Employee Hire