Advanced Customer Services-oracle

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.

As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

**Job Description**:
About Oracle Advanced Customer Services

With over 20 years of providing dedicated support to more than 6,000 companies in 100 different countries, services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more.

Oracle Advanced Customer Services, delivers the high availability and mission-critical support businesses demands. A team of Advanced Support Engineers work closely with customers, both onsite and remotely, to provide 24/7 personalized support. The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues.

Advanced Customer Services-Oracle SAAS/HCM/SCM/ERP/ Cloud Analyst

Position Overview:
Position is for a Support Analyst with a background in Oracle SAAS Suite of products
Responsible for customer production support, tracking-incidents, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
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:
Work directly with Customers for
Advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Serve as Situation Manager on highly sensitive issues
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles
Qualifications: Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).

Must have Skills
2+ years of experience in Implementation, support or upgrade of Oracle EBS,SAAS,CX suite of products
Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or having equivalent knowledge.
Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios
Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
Work with users to trouble shoot and resolve issues, answers business questions, provides data analysis
Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts
Conduct training and knowledge sharing sessions
Should have knowledge of localizations
Knowledge on Security setup would an added advantage.
Must have very good communication skills, Must be a team player, willing to learn new technologies
Must work in rotational shifts INCLUDING night shifts
Experience in one of the following areas is seen as an advantage:
XML
Java, J2EE and Oracle ADF
SOA and Web Services
PL/SQL, Forms, Reports, Unix Shell Scripts
Discoverer, Workflow, BI Publi