07-06-2007 | EXPIRA LA 07-07-2007
Job expirat
As EnterpriseOne Applications Support Analyst you provide initial support to customers of EnterpriseOne application.
You will be responsible for problem tracking, diagnosis, troubleshooting and resolution of complicated and critical customer cases by telephone, Internet or email. Ultimately, driving to completion and total resolution of each customer case via excellence in customer service. Continually train on and improve skill level with technical cases. Ensure that "product ownership" responsibilities are being met and represent Customer Support in cross-functional activities.
TASKS & RESPONSIBILITES:
Customer case resolution:
- Providing expert assistance to customers, partners and field employees on existing cases
- Assists in resolving aging or escalated cases
- Takes new cases as volume dictated.
Maintaining a thorough knowledge of the technical components to our software and supporting software products.
Create and potentially review knowledge documents and case resolutions for publication internally and to our customer base.
Identify customer opportunities or needed short term assignments then communicate the opportunities to account managers.
Assists management in team issue resolution by proactively identifying and communicating the needs of the team.
Ensure managers are notified through email, phone or in person of high impact support cases.
Ensure effective communication between members of immediate team and the primary OneWorld Tools & Technology group via email or phone.
Achieve targeted metrics for service quality as an individual and as part of the team.
Pursue continual improvement aimed at improving customer satisfaction through "product ownership" responsibilities.
Identify areas of limited product knowledge in Customer Support and recommend course of action.
Participate in Process Improvement Teams:
- Propose policy changes.
- Document relevant procedures.
- Identify opportunities for automation.
- Reduce consultant learning curves to help reduce the number of escalated calls.
- Generally improve customer service and/or improve departmental efficiencies.
Participate in periodic consulting assignments when necessary
Appropriately volunteer for cross-functional, organizational and group committees
Additional responsibilities as assigned.
REQUIRED SOFTSKILLS:
Ability to build customer loyalty.
Outstanding verbal & written communication skills.
Technical/Professional Knowledge of the job.
Effective management of workload.
Adaptability/Flexibility and a strong desire to embrace change.
DESIRED TECHNICAL SKILLS
OneWorld®/EnterpriseOne (World Software experience would be advantageous) Distribution and Logistics modules.
Understanding of Web Client/Server processing
Strong Knowledge of ERP Distribution and Logistics software and its use in the industry
Deep analytical and troubleshooting skills with the paired ability to communicate findings to customers
As a Support Engineer, you will be the interface to customers for resolution of problems related to the Distribution and Logistics modules of the software.
Be able to complete assigned duties with minimal direction from management
Routinely act independently while researching and developing solutions to customer issues.
REQUIREMENTS:
Degree in a relevant field and/or equivalent job experience.
Minimum of two years experience as a Customer Support Services Analyst or equivalent experience in a customer facing job.
Stays abreast of key cases in assigned area.
Understands corporate policy and procedure.
English and French and/or Italian is required.
Please submit your CV in English. Thank you!
CAREERS WITH A GLOBAL DIMENSION
Looking for a career that will let you work with the brightest minds in the industry? Want to be part of a global team that\'s changing the way the world does business? Consider Oracle Corporation. Oracle is home to 50,000 professionals in more than 100 countries.
Oracle Corporation started as a representative office in Romania in 1995, given the increase in the number of Oracle products users and also to the development of complex projects based on Oracle solutions that required local expertise. Oracle was the first big multinational software company, which opened an office in Bucharest.
The reasons for which Romania has been included as business area in the Oracle EU Enlargement Countries organization are the following:
-the fast growth the Romanian IT & C Sector
-the highly prepared specialists
-the steady economic development
In Oracle Romania you would be working pro-actively with customers and partners to exploit and optimise the capabilities of the Internet via e-business and information flow.
Oracle is teamwork orientated, which means it\'s easy here to strike up good friendships in a truly multicultural environment (employees interacting with 28 countries / 20 languages).
We are looking for ambitious professionals who are hungry for career progression and its substantial rewards: individuals who appreciate the advantages of working with people from different cultures with the same dedication to teamwork and excellence. We want candidates who possess drive, initiative, enthusiasm, and who are flexible and good team players.
In return, Oracle Romania will provide you, as a professional, with the opportunities and career progression that will shape you both personally and professionally.
