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.

Oracle Cloud Functional & Technical

Behavioral Skills (Required)

•   Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.

•   Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations

•   Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.

•   Good organizational skills. Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.

•   Ability to persevere in the face of obstacles and ensure customer’s success. 

•   Self starter, works well unsupervised or with limited supervision.

•   Detail Oriented (Process orientation preferred)

Technical & Analytical Skills (Required)

•   Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.

•   Detailed Functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite

Desired Functional Skills: 

This position is for supporting Fusion Applications, particularly under the Supply Chain Management (Product Information Management, Order Management / Distributed Order Orchestration, Logistics, and Cost Management) and the Procurement pillars (Purchasing, Self-Service Procurement, Sourcing, Supplier Model, and Supplier Portal).

Career Level - IC3