Job Description :
Preferred Qualifications
Technical Support Professional
Are you interested in being part of a dynamic and fastpaced team supporting Oracle’s newest Human Capital Management (HCM)revolution? Well this is YOUR chance!
At Oracle Fusion, we deliver HCM management solutionsto leading companies worldwide so they can assess, acquire, and manage theirworkforce for improved business performance. To realize our vision of makingour innovative and comprehensive solutions synonymous with talent leadership,we look to attract, hire, and retain the best talent in the industry.
Department Description:
Fusion HCM Support Team is expanding to support ourrapidly increasing customer base. The team partners with development in supportingearly adopters and new customers. It is a unique opportunity to be part of thefuture of Oracle Support and help shape the organization to benefit ourcustomers, employees and the organization overall. If you are excited by thenotion of being able to define a group from early stages on and shape ourcollective future then this is the place to be.
Position Overview:
Position is for a Technical Support Professional witha functional background in Human Capital Management . Reports to the Manager ofSupport. Responsible for providing excellence in customer servicesupport, track-incidence, diagnosis, replication, troubleshooting, andresolution of complicated and critical cases. The focus of this positionis to provide Customer Service on a technical and functional level and toultimately drive complete and total resolution of each service incident.
Job Responsibilities:
The main role of a Support engineer is to troubleshootand resolve highly complex techno-functional problems. The key skills put touse on a daily basis are - high level of techno-functional skills, Oracleproducts knowledge, problem solving skills, and customer interaction/serviceexpertise.
Note: This role may need you to work on weekends andmultiple shifts on rotation basis.
Education %26amp; Experience:
·B.S (Computer Science) or equivalent preferred. Otherqualifications with adequate experience may be considered.
Functional/Technical Knowledge %26amp; Skills:
·Excellent analytical and problem solving skills.
·Strong understanding of ERP product(s), particularlyin Human Capital Management
·Functional/Technical background in assigned productarea (i.e. HCM) and exposure to associated systems and software
·Technical skills in: RDBMS, SQL, PL SQL, XML, Java,J2EE and Oracle ADF, SOA and Web Services
·Understanding of structured SQL statements and howthey are executed in the RDBMS (SQL/PLSQL)
·Ability to read and decipher software Log and Tracefiles, Web Server Optimization, Server configuration as well as the ability toact upon the finding to determine a problem resolution.
·Experience in filtering and updating complex technicalknowledge for use in problem resolution
·Top 3 skill sets / technologies in the idealcandidate:
·Prior working experience in providing TechnicalCustomer Support (HCM experience preferred)
·4+ years relevant working experience (2 years’experience working with Oracle/PeopleSoft products)
·Experience in one of the following areas is seen as anadvantage:
oXML
oJava, J2EE and Oracle ADF
oSOA and Web ServicesAs 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)Detailed Description and Job Requirements
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)
