Job Description
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.
Position is for a Technical Support Professional with a functional background in Recruiting Management and extensive knowledge in Oracle Recruiting Cloud . Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drive complete and total resolution of each service incident.
What You'll Bring
Your drive, knowledge, and commitment will help us become the number one cloud company in the world. We also look for:
Functional Background in Recruiting Management
Superb communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly advanced situations to executives, support personnel and customer personnel.
Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.
Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.
Fast and flexible problem-solving proficiency so as to be able to adjust resolution plans as new data for given problems is obtained.
Ability to persevere in the face of obstacles and ensure customers' success.
Able to work well with limited daily supervision.
Process orientation preferred.
Self-starter.
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 documenting cases using a ticket tracking application such as MOS, Jira, Remedy, Siebel, etc.
Education
College degree in computer sciences or a related field recommended. Bachelor's Degree is preferred.
Minimum 3 years of experience in working with HCM Cloud products, implementation, support, consulting and/or development in HCM.
Applicants must be US citizens.
Top 4 abilities / technologies in the ideal candidate:
Exceptional diagnostic and troubleshooting skills.
Desire to learn new technologies.
Hands on experience with Recruitment applications andor Fusion Cloud HCM
Understanding of structured SQL statements and how those are executed in the RDBMS (sql/Plsql)
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.
Note: Applicant must be US Citizen
Career Level - IC4
Responsibilities
What You'll Do
This is your chance to work with the people who are leading the cloud revolution. You'll bring fresh insight to projects that are changing lives around the world. As a Principal Technical Support Analyst, you will:
Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards.
Demonstrate strong follow-through and consistently keep commitments to customers and partners.
Ensure that each customer is handled with a consummately professional attitude and the highest possible level of service.
Take ownership and responsibility for priority customer cases where and when required.
Perform efficient issue management, while maintaining metric quotas
Review urgent and critical incidents for quality.
Queue reviews with engineers to ensure quality and efficiency of support.
Report high visibility cases, escalations, customer trends to management.
Act as information resource to the management team and team.
Contribute to an environment that encourages information sharing, team-based resolution activity, and an absolute focus on resolving customer cases as quickly and effectively as possible.
Participate in projects that enhance the quality or efficiency of support.
Participate in system and release testing, as needed.
Act as a role model and mentor for other engineers.
Work with Oracle Development/Support Development for product-related issues.
Demonstrate strengths you'll need (employ sound business judgment, creative and innovative ways to solve problems, good work ethic, and go above and beyond to get the job done).
Validating procedures and processes with a view toward enhancement or improvement; analyze information and situations, and implement actions through the management team to ensure project objectives are met
Must understand basic recruiting concepts including Employment actions such as requisition creation, posting, offer process, hiring, onboarding, data extraction, and HR security users/roles/privileges)
Note: This role may need you to work on weekends/ holidays and multiple shifts on rotation basis.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
