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Job Description

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)

Career Level - IC3

Responsibilities

At Oracle, we deliver Human Capital Management solutions via the Cloud to leading companies worldwide so they can assess, acquire, train and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with HCM leadership, we look to attract, hire, and retain the best talent in the industry.

Oracle continues to solidify our leadership position as the leading provider of HCM solutions with forward thinking global organizations. Our continued growth has resulted in an exciting opportunity within the Customer Support Department.

Oracle Applications Service Excellence - SaaS HCM Cloud Service Customer Support group is looking for a Technical Support Engineers with a passion for delivering superior customer service both on proactive services front and reactive service front, strong analytical and communication skills.

If you have prior experience supporting users of Enterprise Web applications coupled with additional experience as described below, you may be just what we're looking for:

• SaaS HCM - Oracle Recruiting Cloud

• SaaS HCM - Oracle Learning Management Cloud

• SaaS HCM - Oracle Recruiting Cloud reporting (OTBI)

• SaaS HCM - Oracle Learning Management Cloud reporting (OTBI)

• Other modules of SaaS HCM like Core HR, Talent Management etc.

• Exceptional functional and technical knowledge on above SaaS Services.

• Exceptional troubleshooting and Debugging skills

• Exceptional written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English and any other major languages

• Excellent communication and presentation skills. Ability to communicate, negotiate, articulate clearly and precisely.

• Provide a memorable customer experience with EVERY customer contact, ensuring the professional handling of every assigned service request

• Provide telephone and portal support to internal and external customers

• Perform efficient incident management while meeting response requirements

• Understand and assess customer-reported issues to determine prioritization

• Serve as an internal knowledge resource for other members of the organization

• Analyze and validate issues transferred to R&D

• Act as liaison between customers, R&D, Production and Services

• Learn, understand, maintain and contribute to internal support processes

• Analyze, develop, and improve internal processes

• Maintain strong adherence to Service Level Agreements

• Participate in applications service excellence related special projects, as assigned

Education Qualifications:

• Bachelor's Degree preferred

• 4 to 10 years’ experience in customer service

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer