Fusion Recruitment Cloud Support Engineer
Bucharest, Romania
‎în urmă cu 6 ore

Preferred Qualifications

At Oracle Fusion, we deliverHCM management solutions to leading companies worldwide so they can assess,acquire, and manage their workforce for improved business performance. Torealize our vision of making our innovative and comprehensive solutionssynonymous with talent leadership, we look to attract, hire, and retain thebest talent in the industry. 

Fusion Recruitment Cloud Support Team is expanding to support our rapidlyincreasing customer base. The team partners with development in supportingearly adopters and new customers. It is a unique opportunity to be part of thefuture of Oracle Support and help shape the organization to benefit ourcustomers, employees and the organization overall. If you are excited by thenotion of being able to define a group from early stages on and shape ourcollective future then this is the place to be.

The main role of a Support engineer is to troubleshoot andresolve highly complex techno-functional problems. The key skills put to use ona daily basis are - high level of techno-functional skills, Oracle productsknowledge, problem solving skills, and customer interaction/service expertise.It an opportunity to work with  Cloud and On Premise customers . Thiswork includes:

  • Work directly with Customers for
  • Advising on complex use of Oracle products
  • Resolving highly complex and mission-critical issues
  • Manage highly complex and critical customer issues
  • Serve as Situation Manager on highly sensitive issues
  • Consult with Management in directing resolution of critical Customer situations
  • Knowledge gain and sharing - achieve knowledge transfer with teammates through
    Development and delivery of formal team training sessions
  • Formal mentoring for promoting the technical and professional development of others
  • Creation/review of Knowledge Articles
  • Operations Management
  • Analyze work load, determine best practices and implement changes to improve Productivity
  • Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools/utilities etc. 
  • Participate and drive initiatives that
  • Improve overall product and documentation quality
  • New products/releases testing and Support Readiness
  • Beta programs
  • Customer service improvement
  • Note: This role may need you to work on weekends andmultiple shifts on rotation basis.

    Position is for a Technical Support Professional with afunctional background in Human Capital Management especially Recruitment .Reports to the Manager of Support. Responsible for providing excellencein customer service support, track-incidence, diagnosis, replication,troubleshooting, and resolution of complicated and critical cases. Thefocus of this position is to provide Customer Service on a technical andfunctional level and to ultimately drive complete and total resolution of eachservice incident.

    Has real-time hands-on functional/product and/or technicalexperience; and/or worked with L3 level support; and/or having equivalentknowledge. 
    HCM Product Suite knowledge is mandatory. 
    Knowledge and/or expertise on atleast one or more modules - Core HR, OracleBenefits, Self Service/Talent/Performance Management, Recruiting Solutions, HRSecurity/Admin, Time and Labour (OTL), Learning management/iLearning.

    Education & Experience:

    ## Academics:

    1. BTech, or MTech in Engineer
    2. MCA or MSc (Maths/Physics/Chemistry) with workexperience in working with business applications
    3. PGDBM/MBA (HR/Operations/Systems) is a plus
    4. Practical working knowledge of Oracle or PSFT HCMSuite

    Working Experience:
    1. Prior workingexperience in providing Technical Customer Support
    2. 4+ years relevant working experience (preferably 2 years workingwith Oracle/PeopleSoft products)
    3. Experience in one of the following areas is seen as anadvantage: 
    - XML
    - Java, J2EE and Oracle ADF
    - SOA and Web Services

    Functional/Technical Knowledge & Skills:

  • Excellent analytical and problem solving skills.
  • Strong understanding of ERP product(s), particularly in Human Capital Management
  • Functional/Technical background in assigned product area (i.e.,HCM) and exposure to associated systems and software
  • Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
  • Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution.
  • Experience in filtering and updating complex technical knowledge for use in problem resolution
  • Customer & Industry Knowledge:

  • Excellent track record in providing outstanding and unparalleled customer service
  • Ability to handle difficult or sensitive situations with diplomacy and tact
  • Personal Attributes:

  • Strong time management skills
  • Strong written and verbal English communication skills; multi-lingual a plus
  • Excellent organization and prioritization skills
  • Ability to work efficiently and independently; project management skills a plus
  • Ability to thoroughly carry out, review, and report on all aspects of work
  • Ability to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow
  • Works effectively with international team members to provide seamless 
  • service to customers
  • Excellent decision making skills
  • Commitment to process improvement
  • DetailedDescription and Job Requirements 

    As a member ofthe Support organization, your focus is to deliver post-sales support andsolutions to the Oracle customer base while serving as an advocate for customerneeds. This involves resolving post-sales non-technical customer inquiries viaphone and electronic means, as well as, technical questions regarding the useof and troubleshooting for our Electronic Support Services. 

    A primary point of contactfor customers, you are responsible for facilitating customer relationships withSupport and providing advice and assistance to internal Oracle employees ondiverse customer situations and escalated issues.Also, you should be highlyexperienced in multiple platforms and be able to complete assigned duties withminimal direction from management. In this position, you will routinely actindependently while researching and developing solutions to customer issues.
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