Use customer service, communication and problem solving skills to solve inquiries from JDA customers across the world.
Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues.
Ability to log and respond to customer support requests via phone, e-mail, and web interface.
Exhibit a commitment to customer service while building customer partnerships.
Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
Ability to quickly set-up customer environment to replicate and
Communicate technical product and solution expertise to internal and external customers.
Provide updates and case statuses to customers and management.
Act as product technical liaison between support and development teams.
Follow operational guidelines for interacting with other associates.
Fully document all case interactions and author Knowledge Base solutions.
Expertly utilize support tools (WebEx , etc) to expedite case resolution.
Ability to work flexible hours and alternate shifts as required by the support team
Experience in SQL / PL / SQL and database administration with increasing levels of responsibility.
Ability to review a problem analytically.
Debugging skills, testing skills.
Knowledge of release management.
Experience in Installation and configuration of Oracle software and creation of database in Unix and Windows environment.
Knowledge in SQL Server installation and setup. PC application software knowledge of various packages, interaction and setup.
Must be well organized and able to handle multiple projects simultaneously.
Excellent interpersonal and communications skills necessary to work effectively with other members of the global support team.
Be proficient in English.
Experience in Retail and technical orientation (UNIX, Oracle, NT, Java) is a plus.
Working knowledge in UNIX and Windows environment
Preferred degree in computer science.
Oracle certified a distinct advantage.
Knowledge of Retail Industry (Merchandising concepts) is an advantage.