Oracle Product Support

VTRAC Consulting Corporation

"Solutions for Growth"




Please e-mail your resume as a MS-WORD document in confidence, with
reference to JOB: 11705 to jaimed.TakeThisOut@vtrac.com or call: (416) 366-2600 x 245



Position: Product Support-Enterprise Software (Oracle, Unix, NT/SQL)

Position Type: Permanent

Location: GTA, ON

Job Order # 11705



Job Description:

a.. Resolves complex customer questions or problems over the phone, in the
areas of system configuration/setup, product functionality and
bugs/enhancements. This includes appropriate escalation to other support and
quality assurance areas, as well as to development.
b.. Works closely with the Supervisor to determine if problem resolution
is to be handled by the professional services team
c.. Maintains status of problem resolution in tracking database.
d.. Updates customer and Supervisor, Product Support on problem resolution
status.
e.. Manages his/her own workload in terms of customer call backs, closing
calls etc.
f.. Assists in supporting moderately complex installations via telephone.
g.. Determines if problem resolution is to be handled by the consulting
group.
h.. Assists all team members in the support group with making business
decisions and closing of their cases.
i.. Assists with training of new support group members.
j.. Participates in or manages internal projects as required by
management. This includes projects such as interdepartmental communications,
web support site for bulletins and knowledge base, etc.
Qualifications:

a.. Bachelors degree in Computer Science or related experience.
b.. Minimum 3 years experience in a UNIX ORACLE and NT/SQL product support
environment.
c.. Skilled in UNIX ORACLE and NT/SQL troubleshooting, problem
determination and testing
d.. Ability to resolve complex problems and questions on function and
usage of products.
e.. Excellent communication, interpersonal, documentation and problem
solving skills required.
f.. Professional telephone manner.


We thank all the candidates in advance. Only those candidates that are
selected for interview will be contacted. For other exciting opportunities,
please visit us at www.vtrac.com.