Oracle is seeking a technical support professional to support our Payroll for North America pplication. Role expectations include:Case resolution - research, resolve and respond to complex customer issues across the product lineKnowledge management - depth and breadth of knowledge within the product lineDaily operations - including team operations, process improvement and information sharingThe selected candidate will be responsible for providing high level of support for our global custo ase, offering expertise in problem tracking, replication, troubleshooting, diagnosis and resolution of complicated and critical cases. The focus of this position is to provide customer service via phone and electronic means on a technical and functional level and to ultimately drive complete and total resolution of each service incident. Solutions often take time to develop through research, collaboration or problem replication. You must be able to work with general guidance from senior support engineers and management and, in some areas, may work independently. 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/Engineering/Math with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.). Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, , national origin, ual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law. The ideal candidate would have several of the following skills:Strong ytical and troubleshooting skills with the ability to communicate findings to customersWorking knowledge of Linux, Microsoft Windows, UNIX®, Operating systemsWorking knowledge of database architectures & connectivity to these databases (Oracle, SQL Server).Working knowledge of Web Client/Server processing and Web Application Servers (Browsers: IE, Firefox, Safari. Application Servers: Oracle WebLogic & IBM WebSphere)Product development skills including coding and/or building of applications are an advantage.Knowledge of XML, Java, C++Understanding of structured SQL statements and how they are executed in the RDBMSGeneral knowledge of TCPIP, HTTP, IIS network/web connectivityPeopleSoft experience preferred
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle custo ase 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 e 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)Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, , national origin, ual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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