24-04-2007 | EXPIRA LA 24-05-2007
Job expirat
This is an individual contributor position within the Product Customer Services organization and reports to the Manager of Support. Responsible for problem tracking, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. 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
-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
- 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
- Create, review and approve resolutions for Customer Connection, documents to be posted to Customer Connection, Tips & Techniques submissions, White papers to be posted to Customer Connection
- Deliver presentations on support related topics to customer groups or other organizations within PeopleSoft/JD Edwards (within and outside of 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
- 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 PeopleSoft/JD Edwards 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)
-B.A./B.S. in a technical field or equivalent experience required
- Minimum 5 years relevant working experience (preferably 2 years working with PeopleSoft/JD Edwards products)
- Prior experience in providing technical customer support
- Excellent analytical and problem solving skills
- 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
- Working knowledge of Web Client/Server processing and Web Application Servers. WebSphere and Oracle Application Server knowledge a plus
- Understanding of structured SQL statements and how they are executed in the RDBMS
- General knowledge of TCPIP and network connectivity
- Ability to read and decipher software log 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
- Functional/Technical background in PeopleTools and exposure to associated systems and software
- General understanding of ERP products and market
- Excellent verbal and written skills in English; multi-lingual a plus (French, German Spanish or Italian)
Please submit your CV in English. Thank you very much!
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.
