Oracle Distribution and Logistics Applications (former JDEdwards EnterpriseOne) Support Specialist

RESPONSABILITATI

This is for a technical support professional with a functional background in Distribution and Logistics (Sales Orders, Procurement, Transportation, Warehouse) to be responsible for primary phone support, problem tracking, 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 ultimately drive complete and total resolution of each service incident.This is an individual contributor position within the Product Customer Services organization specifically supporting JDEdwards EnterpriseOne, and reports to the Manager of Support. Responsible for Responsible for providing excellence in customer service to ultimately drive to completion and total resolution of each customer case.

RESPONSIBILITIES:

* Research, resolve and respond to complex issues across the product line and product boundaries in accordance with current standards
* Demonstrate strong follow-through and consistently keep commitments to customers and employees
* Take ownership and responsibility for priority customer cases where and when required
* Review urgent and critical incidents for quality
* Queue reviews with analysts to ensure quality and efficiency of support
* Develop a depth and breadth of knowledge within the product line in more than one product area
* Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible
* Acquire and maintain current knowledge of relevant product and service offerings and support policies and understand impact to the position
* Attend training sessions offered within the group and create/lead training workshops for product line
* Coordinate customer and support issues among support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality
* Identify areas and possibilities where proactive efforts can prevent new cases
* Initiate and participate in process improvements within the product line
* Report high visibility cases, escalation, customer trends to management
* Contribute to an environment that encourages information sharing, team-based resolution activity, cross training 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
* Participate in after hour support as required
* Work with Oracle Development/Support Development for product related issues
* Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)

CERINTE