Possesses sound knowledge of organization's products
Follows all Standard Operating Procedures SOP's (i.e. Patient Safety and Compliance)
Diagnoses and resolves client questions or problems over the telephone/Internet in the areas of system configuration/setup, product functionality and bugs/enhancements
Leverages common industry tools used for OS, SQL, Networking.
Tracks and documents inbound support requests and ensures proper notation of client problems or issues
Documents problems and solutions to train lower-level support on how to properly address client or product problems
Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
Assists field technicians who are troubleshooting problems or repairing product.
Achieves established support goals
Stays abreast of current technology in products, design changes, and new products offered
Works directly with clients on very complex or multifaceted problems, leading the effort through ongoing engagement, in some instances, at the client site
Acts as a lead support resource, handling issues that are subject to high-profile escalations for that entire product
Handles all specific product related functional and technology related issues including work required for system/data recovery, involving other necessary resources at Altera
Provides formal training to team members and documentation as needed
Identifies opportunities for cost saving through increased efficiency and the development of tools
Identifies potential revenue generating opportunities and work with their management team to realize these opportunities
Acts as a single point of contact for client specific engagements in absence of his/her manager
May participate in new hire process. Interviews potential new hires and participates in selection process
Consultant must be able to demonstrate competency in technologies used to deliver the application Oracle Database Administration, Oracle RAC, Oracle Web technologies including: Oracle Forms, Oracle Reports PL/SQL and various tools used in Enterprise Computing
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Internet
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