Senior Technical Support HCM Cloud Specialist
1 month ago
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.
Responsibilities- 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.
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