Taleo Product Technical Support Engineer
Palerra
RO, RO,Romania, Bucharest
7 zile în urmă

Preferred Qualifications

At Oracle / Taleo, we deliver on demand talent management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance.

To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.

We are a market leading solution provider based in Romania. This is a fantastic opportunity to work in a high paced multilingual work environment offering superb career opportunities.

We have an opportunity for a bilingual graduate to work in application support. We are ideally looking for a graduate of computer science (or similar degree) who is fluent in English.

You will start with the support of users of the application 'TBE, 'Learn' or 'TEE', browser based HR applications. Support requests come in by the online ticket logging system.

As Technical Support Engineer you troubleshoot technical problems as encountered by clients and their candidates with the applications.

You will investigate bugs and determine a set of steps that will provoke this behaviour. Knowledge of HTML and SQL is desirable.

At times executing SQL scripts to query the database, or updating the customer environment is needed. Adherence to consistent documentation of bugs is crucial.

Taking ownership of the issues and pursuing a timely resolution, while developing a good rapport with people is essential.

You have to be able to handle a large volume of tickets and a variety of tasks simultaneously, acting on these in order of priority, priorities which often change over time.

Additional responsibilities include contributing to the development of the company Knowledge Base. You will be asked to contribute on a regular basis to testing and deploying system changes.

As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Job Requirements

  • Provide a memorable customer experience with EVERY customer contact, ensuring the professional handling of every assigned service request
  • Provide telephone and portal support to internal and external customers
  • Perform efficient incident management while meeting response requirements
  • Understand and assess customer-reported issues to determine prioritization
  • Serve as an internal knowledge resource for other members of the organization
  • Analyze and validate issues transferred to R&D
  • Act as liaison between customers, R&D, Production and Services
  • Learn, understand, maintain and contribute to internal support processes
  • Analyze, develop, and improve internal processes
  • Maintain strong adherence to Service Level Agreements
  • Participate in special projects, as assigned
  • Preferred Qualifications

  • College Degree in computer sciences or a related field recommended. Bachelor's Degree is preferred
  • 3 to 5 years experience in customer services in a technical and functional support environment
  • Working experience in HCM
  • Experience in Talent Management or related applications in a SaaS / Cloud environment desirable
  • Strong problem solving and analytical skills
  • Exceptional research skills and resourcefulness
  • Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling in English and any other major languages
  • Ability to work with a globally distributed team without direct supervision
  • Familiarity with Customer Relationship Management (CRM) systems
  • Working knowledge of the Internet browsers and software such as Outlook, Excel etc
  • Knowledge of Web technologies such as HTML, XML, CSS highly desirable
  • Experience with SSO integrations using SAML and Web-API services using REST and SOAP are very strong assets
  • Experience in databases desirable
  • 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 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 and professional certification (i.

    e., CNE, MCSE, CPA, Oracle, etc.).As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

    As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

    As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

    As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

    As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

    As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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