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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Oracle Advanced Customer Services (Oracle ACS) requires Oracle Fusion SaaS experienced Analysts with implementation or Support exposure and sound knowledge in Oracle Fusion SaaS Functional & Technical domains (prior EBS experience will also be a plus).
Job role requires close interaction with customers across the globe. Candidates are expected to have positive attitude, good communication skills, analytical skills, problem solving skills, customer interfacing skills and enthusiasm to learn new applications, solve complex problems, think up and deploy innovative solutions for ACS customers. Candidates with Functional or Technical (BI, Web Services, APIs, Integrations/Interfaces) or both skills are welcome to apply.
Applications : Oracle Fusion SaaS ERP (Financials, Projects, ERP Analytics)
Experience leveles : Expected experience range from 2 to 5 years in SaaS
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