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Senior Technical Support Specialist

2 months ago

Montgomery, Alabama, United States Oracle Full time
About the Role

As a member of the Support organization at Oracle, 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.

Key Responsibilities
  • Resolve post-sales non-technical customer inquiries via phone and electronic means.
  • Provide technical support and solutions to the Oracle customer base.
  • Facilitate customer relationships with Support and provide advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
  • Track, diagnose, replicate, solve, and resolve complicated and critical cases.
  • Provide Customer Service on a technical and functional level and drive complete and total resolution of each service incident.
Requirements
  • Hands-on experience with Fusion Cloud HCM or EBS HCM applications.
  • Testing and Production support techno/functional Analysis.
  • Employment actions such as hiring, termination, transfers, data extraction, HR security (users/roles/privileges), onboarding, checklist.
  • 5+ years of HCM product suite techno/functional testing and production support.
  • 3+ years of HCM implementation or technical HCM Support experience.
  • 2+ years of experience working with HCM Cloud products.
  • 5+ years of experience in RDBMS, SQL, PL/SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services.
  • Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software.
  • Experience with structured SQL statements and how those are implemented in the RDBMS (SQL/PLSQL).
  • Ability to read and decipher software Log and Trace files, Web Server Optimization, and Server configuration as well as the ability to act upon the finding to determine a problem resolution.
  • Experience in filtering and updating complex technical knowledge for use in problem resolution.
Benefits
  • 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.
  • 11 paid holidays.
  • Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year.
  • Paid parental leave.
  • Adoption assistance.
  • Employee Stock Purchase Plan.
  • Financial planning and group legal.
  • Voluntary benefits including auto, homeowner and pet insurance.