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Oracle Support provides technical and functional assistance to Oracle\'s customers globally. Opportunities exist for Support Engineers in our expanding Procurement Support team providing support on the Oracle Procurement (Oracle Purchasing, iSupplier Portal, Sourcing, Purchasing Intelligence) products from Oracle\'s E-Business Suite.
RESPONSIBILITIES:
Proactive Activities
These are activities centred around improving the service we deliver to our customers and are not necessarily directly related to customer enquiries. These include:
- Maintaining product expertise in assigned cluster
- Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc)
- Contributing to Knowledge Management content creation and maintenance
- Participating in Root Cause/Corrective Action action defined within the product area in order to further enhance the customer experience and improve the Oracle product
- Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
- Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area
Reactive Activities
These cover our customer response activites and include:
- Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
- Service request resolution in a collaborative environment with the customer
- Reducing escalations
- Operating within Oracle business processes and procedures
- Respond and resolve customer issues within Key Performance Indicator targets
- Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
QUALIFICATIONS:
- Experience in using or developing Oracle Procurement; experience with Oracle Applications would be an advantage or a degree in Computer science, 2-5 years experience and depth of technical knowledge in installing, maintaining and administrating complex, multi-tier applications
- Customer Focus
- Planning and Organizing
- Working Globally
- Team Working
- Results Orientation
- Communication
- Product Mastery
- Aptitude for complex problem solving
- Excellent verbal and written skills in English
Please submit your CV in English. Thank you very much!
