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)
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
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