Oracle Technical Analyst 2-Flexcube Support in Cairo, Egypt

Technical Analyst 2-Flexcube Support

Preferred Qualifications

The business - OracleFinancial Services Software , Banking Support group

The role SupportAccount Analyst (No of Positions – 1)

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

Primary Skills

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

Secondary Skills

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.

Experience

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

Work Environment

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: Support

Location: EG-EG,Egypt-Cairo

Job Type: Regular Employee Hire

Organization: OFSS