At Oracle Fusion, we deliver HCM 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.
Fusion Recruitment Cloud Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting early adopters and new customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.
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. It an opportunity to work with Cloud and On Premise customers. This work includes:
Note: This role may need you to work on weekends and multiple shifts on rotation basis.
Position is for a Technical Support Professional with a functional background in Human Capital Management especially Recruitment . Reports to the Manager of for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical 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 service incident.
Has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.
HCM Product Suite knowledge is mandatory.
Knowledge and/or expertise on atleast one or more modules - Core HR, Oracle Benefits, Self Service/Talent/Performance Management, Recruiting Solutions, HR Security/Admin, Time and Labour (OTL), Learning management/iLearning.
Education & Experience:
;nbsp;Tech, or MTech in Engineer
;nbsp;CA or MSc (Maths/Physics/Chemistry) with work experience in working with business applications
;nbsp;GDBM/MBA (HR/Operations/Systems) is a plus
;nbsp; Practical working knowledge of Oracle or PSFT HCM Suite
working experience in providing Technical Customer Support
+years relevant working experience (preferably 2 years working with Oracle/PeopleSoft products)
in one of the following areas is seen as an advantage:
nbsp;nbsp; - XML
nbsp;nbsp; - Java, J2EE and Oracle ADF
nbsp;nbsp; - SOA and Web Services
Functional/Technical Knowledge & Skills:
Customer & Industry Knowledge:
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 , 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.