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.

 

Department Description

 

The CSS MCS organization consists of a diverse, highly skilled, and specialized team of Engineers, who partner with the Oracle Development, Sales, and Support lines-of-business by providing technical subject matter experts for tailored complex and mission-critical IT environments.

 

 

Job Description

 

Position Overview:

 

Position is for a Techno-functional Support Professional, preferably with implementation background in Oracle Cloud Financial Applications.

 

Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The 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 issue reported by customer.

 

Job Responsibilities:

 

The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills used on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.

 

Education & Experience:

BE, BTech, MCA, CA or equivalent preferred. Other qualifications with adequate experience may be considered.

 

5+ years relevant working experience

 

Functional/Technical Knowledge & Skills:

 

Must have good understanding of the following Oracle Cloud Financials version 12+ capabilities:

We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge. 

 

We expect candidate to have:

 

1. Strong Financials business processes knowledge and concepts.

2. Implementation/Support experience on Cloud Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA.

Candidate must have hands on experience minimum in any of the following 5 modules - Cloud Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA.

3. Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Oracle Cloud Financials.

4. Technically Strong with Expert Skills in SQL, PLSQL, OTBI/ BIP/FRS reports, FBDI, ADFDI, BPM workflows, ADF Faces, BI Extract for FTP, Payment Integration and Personalization.

5. Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Oracle Cloud Financials. 

6. Strong problem-solving skills.

7. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.

8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.

9. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.

10. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers daily.

11. High flexibility so you remain agile in a fast-changing business and organizational environment.

12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support, and test activities.

 

Personal Attributes:

 

1. Self driven and result oriented

2. Strong problem solving/analytical skills

3. Strong customer support and relation skills

4. Effective communication (verbal and written)

5. Focus on relationships (internal and external)

6. Strong willingness to learn new things and share them with others

7. Influencing/negotiating

8. Team player

9. Customer focused

10. Confident and decisive

11. Values Expertise (maintaining professional expertise in own discipline)

12. Enthusiasm

13. Flexibility

14. Organizational skills

15. Values and enjoys coaching/knowledge transfer ability

16. Values and enjoys teaching technical courses

Career Level - IC4