at Oracle in Springfield, Illinois, United States
Job Description
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.
Hands on experience with Fusion Cloud HCM or EBS HCM applications; must understand basic recruiting resources concepts which includes: Recruiting actions such as requisition postings, interview scheduling, candidate triage, offers , Recruiting security (users/roles/privileges), onboarding, checklist.
Education & Experience:
+ Functional Background in Recruiting Application
+ Strong technical problem-solving skills, with an ability to troubleshoot complex application issues
+ Exceptional research skills and resourcefulness
+ Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.
+ Functional/Technical background in assigned product area (i.e., Recruiting, Onboarding, Hiring) and exposure to associated systems and software
+ 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.
+ Self-Motivated; fast learner
+ Willingness to ‘roll up one’s sleeves’ and assist wherever needed
+ College degree in computer sciences or a related field recommended. Bachelor’s Degree is preferred
+ Minimum 6 years of experience in working with HCM Cloud products, implementation, support, consulting and/or development in HCM
+ Excellent analytical and problem-solving skills.
+ Experience in filtering and updating complex technical knowledge for use in problem resolution
+ Must have ability to lead customer meetings
+ Must have ability to lead peer-level discussions for customer issues
A nice to have
+ 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.
Career Level – IC4
Responsibilities
Responsibilities
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.
+ Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
+ Understand and assess customer-reported issues to determine prioritization
+ Provide telephone and email support to internal and external customers
+ Perform efficient issue management, while maintaining metric quotas
+ Manage and ensure documentation of assigned incidents, including internal and external communications
+ Enhancing the quality of products and services through feedback, mentoring, and continual process improvement
+ 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
+ Identifying, defining, developing, and institutionalizing Business Process standards, templates, policies, processes, and guidelines in support of as related to Oracle Software development framework
+ Serve as an internal knowledge resource for other members of the Oracle Recruiting Cloud team
+ Utilize knowledge of technologies to make solution recommendations
+ Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
+ Act as liaison between customers, R&D, Production, Consultants, and QA, etc.
+ Participate in special projects, as assigned
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
Canada: Hiring Range from $66,700 to $145,000 CAD per annum
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:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. 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
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