Provide exceptional customer support via the phone and ticketing system
Own level-appropriate customer requests and issues, seeing them through to resolution
Own support escalations from other engineers and support teams according to escalation procedures
Collaborate with Service Delivery Managers and Account Executives to build strong customer relationships
Work closely with customers in the pre-implementation process to design and architect desired customer solution.
Work closely with the implementation team to quality check deployments and perform initial vulnerability assessment as part of the customer environment acceptance process.
Research, plan and coordinate complex maintenance activities
Lead Root Cause Analysis (RCA) exercises to drive process & technology improvements.
Collaborate and share knowledge with other administrators and engineers via wiki articles and training presentations
Contribute to the development of technical best practices for administrative responsibilities
Prepare and review defined policy and process standards
Ability to communicate effectively, both verbally and in writing, with customers as well as with internal stakeholders. Including preparing and presenting to customers electronically as well as on site.
A willingness to work weekends and/or holidays when required as the business dictates
TriCore Solutions LLC has been recognized as Oracle's leading partner in the United... States for providing World Class Enterprise Technology Outsourcing and Managed Services solutions, eBusiness Suite Technical and Functional Consulting, Oracle Technology Consulting and Oracle Sales Consulting Services.
TriCore Solutions is the only end to end provider of Oracle eBusiness Suite Applications in the Northeast. Many leading companies have worked with TriCore Solutions, to provide the infrastructure, implementation, customization and the outsource management of Oracle's eBusiness Suite. TriCore also provides end-to-end Oracle-based technology consulting that includes all aspects of Oracle DB, Oracle 9iAS, Oracle Portal, Oracle RAC, and Oracle Applications. Read full description