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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 Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle) . This is a mandatory work from office (BLR or HYD Oracle office) role.
Career Level - IC3
Responsibilities
- Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
- Provide telephone and email support to internal and external customers
- Perform efficient incident management while maintaining metric quotas
- Understand and assess customer-reported issues to determine prioritization
- Serve as an internal knowledge resource for other members of the Fusion Human Capital Management (HCM) team
- Utilize knowledge of technologies to make solution recommendations
- Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
- Act as a liaison between customers, R&D, Production, Consultants, and QA, etc.
- Manage and ensure documentation of assigned incidents, including internal and external communications
- Learn, understand, maintain and contribute to internal support processes
- Analyze, develop, and improve internal processes
- Maintain strong adherence to Service Level Agreements
- Participate in special projects, as assigned
Qualifications
- BS in computer sciences or a related field recommended.
- A minimum of 4 years of experience in a support product support environment
- Experience with SQL and Oracle databases
- Strong technical problem-solving skills, with an ability to troubleshoot complex application issues
- Exceptional research skills and resourcefulness
- Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling
- Familiarity with Customer Relationship Management (CRM) / Ticketing systems
- Multi-lingual (English/French/Spanish/German) is a good asset
- Ability to verbally present soft and hard technical subject matter to a variety of audiences
- Ability to proactively develop relationships and communicate with all levels of the internal organization
- Ability to communicate with members of a client's organization, at all levels (general staff to an executive, technical and non-technical)
- Working knowledge of XML, SSO, FTP, Web Services are very strong assets
- Knowledge in SSL, PGP, Java, C#, Linux/ Unix are excellent attributes.
- Working knowledge of Human Capital Management (HCM) Core products
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Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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