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.).
**RESPONSIBILITIES**:
As a Support Analyst - Human Resources, you will have the opportunity to make immediate contributions to the organization.
- Document all contacts and outcomes within the case management system
- Design solutions to problems that may be unstructured, require conceptual/creative thinking and use of independent judgment based on established policies and procedures
- Utilize/append existing resources and create new resources to answer customer questions
- Participate in activities and contribute ideas to resolve problems to better serve the customer and/or improve productivity
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
- Perform all work in accordance with the company and department goals and standards
- Assist/train less experienced representatives, as necessary
**PREFERRED QUALIFICATIONS**:
- Experience in an HR shared service/technical support environment is a plus
- Excellent written & verbal communication skills
- Strong attention to detail, analytical thinking and problem-solving skills
- Ability to handle confidential information and maintain confidentiality
- Self-starter with ability to take initiative
- Ability to collaborate with colleagues to achieve team goals
- Proven track record of strong attendance
- Flexible on working hours