Senior Technical Support HCM Cloud Specialist

4 days ago

Hartford, Connecticut, United States Oracle Full time

Job Summary

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.

Your drive, knowledge, and commitment will help us become the number one cloud company in the world.

Key Responsibilities

  • Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards.
  • Review urgent and critical incidents for quality.
  • Queue reviews with engineers to ensure quality and efficiency of support.
  • Participate in projects that enhance the quality or efficiency of support.
  • Participate in system and release testing, as needed.
  • 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).

Requirements

  • 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)


This role may need you to work on weekends/holidays and multiple shifts on rotation basis.


Oracle 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
  • Supplemental life insurance (Employee/Spouse/Child)
  • Health care and dependent care Flexible Spending Accounts
  • Pre-tax commuter and parking benefits
  • Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. 11 paid holidays
  • Employee Stock Purchase Plan
  • Financial planning and group legal


The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.


Oracle is an Equal Employment Opportunity Employer.

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