08-02-2006 | EXPIRA LA 10-03-2006
Job expirat
This is for a technical support professional with a functional background in General Accounting, Accounts Payable and Accounts Receivable 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.
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
- Ensure that each and every 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
- Review urgent and critical incidents for quality
- Queue reviews with analysts to ensure quality and efficiency of support
- Initiate and participate in process improvements within the product line
- Report high visibility cases, escalation, customer trends to management
- Act as information resource to the management team
- 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
- Act as a role model and mentor for less senior analysts
- Participate in after hour support as required
- Work with Oracle Development/Support Development for product related issues
- Participate in the recruiting process for new team members
- 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)
QUALIFICATIONS:
- B.A./B.S. in a technical field or equivalent experience required
- Minimum 4 years relevant working experience (preferably 2 years working with Oracle/PeopleSoft/JDEdwards products)
- Prior experience in providing technical customer support
- Excellent analytical and problem solving skills
- General understanding of ERP product(s), particularly the Financials aspects
- Functional/Technical background in assigned product area and exposure to associated systems and software
- Technical skills in: relational databases (Oracle, SQLServer, DB2¿/UDB, DB2¿/400), operating systems (Microsoft Windows, UNIX¿, Linux, and the AS400 Operating systems), programming languages, web technologies and an analytical approach to troubleshooting
- Understanding of structured SQL statements and how they are executed in the RDBMS
- Ability to read and decipher software logs and trace files 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
- Strong written and verbal English communication skills; being fluent in any of the following languages would be helpful, but not required: French, Italian, Spanish, and/or Portuguese.
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.
