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Job Description
As a member of the Support organization, your focus is to deliver post-go live support and solutions to the Oracle customer base in China 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.
Career Level - IC2
Responsibilities
Position Overview:
Position is for a Functional Support Professional, preferably with support background in Oracle eBiz Financial Applications and SaaS ERP for Customers in China.
Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer.
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
Education & Experience:
BE, BTech, MCA , CA or equivalent preferred. Other qualifications with adequate experience may be considered.
3 to 5+ years relevant working experience
##Functional/Technical Knowledge & Skills:
Must have good understanding of the following Oracle eBiz Financials 12.2.10 and SaaS ERP capabilities:
We are looking for a functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L2 level support; and/or having equivalent knowledge.
We expect candidate to have:
Strong Financial business processes knowledge and concepts.
Implementation/Support experience on EBS Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA.
Candidate must have hands on experience minimum in any of the following 5 modules - EBS Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA.
Ability to relate the product functionality to business processes, and thus offer implementation advise to customers on how to meet their various business scenarios using Oracle EBS Financials.
Technically Strong with Expert Skills in SQL, PLSQL, Java, OAF, Reports
Ability to relate the product functionality to business processes, and thus offer implementation advise to customers on how to meet their various business scenarios using Oracle Financials.
Strong problem solving skills.
Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.
Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
High flexibility so you remain agile in a fast changing business and organizational environment.
Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.
# Personal Attributes:
Self driven and result oriented
Strong problem solving/analytical skills
Strong customer support and relation skills
Effective communication (verbal and written)
Focus on relationships (internal and external)
Strong willingness to learn new things and share them with others
Influencing/negotiating
Team player
Customer focused
Confident and decisive
Values Expertise (maintaining professional expertise in own discipline)
Enthusiasm
Flexibility
Organizational skills
Values and enjoys coaching/knowledge transfer ability
Values and enjoys teaching technical courses
About Us
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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.
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