Easter Seals Jobs

Job Description

As a Customer Support Manager , you will be responsible for leading a team of Technical Support Engineers, whose focus is to provide technical support to our Fusion ERP Customers worldwide. Your team will be engaged in understanding and solving software implementation issues and post go live technical problems our customers face to run their businesses across a variety of industries. You, along with your team, will be responsible to own and drive complete resolution of each service incident. This team is involved in technical troubleshooting, both independently and in collaboration with Product Development, Cloud Operations teams, often ending up resolving complex issues related to application setup, configuration, design defects, cloud services and infrastructure. You will partner with Software Development teams as well as Cloud Operations to ensure our customer’s use of these enterprise applications is flawless and they are able to meet their critical business milestones.

Role Summary:

• Directly responsible to recruit, train, coach, appraise, manage performance and retain, best and the brightest Software support professionals.

• Responsible for Oracle Fusion ERP GL Support and will work closely with other Support managers (multiple global locations), to manage a flawless service delivery to our global clientele.

• Work directly with our customers, partners, implementation success managers, and customer success managers across the globe to help manage service delivery on escalated issues.

• Ensure that each customer is handled with a consummately professional attitude and the highest possible level of service. You must also ensure that your team takes ownership and responsibility for customer’s technical service requests from start to finish/resolution.

• Foster a work 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 technical support delivery and work hand-in-hand with Oracle Development, account managers, sales managers and Cloud/On-Demand Operations for fixing Software and Cloud infrastructure issues, which inhibit the seamless use of Oracle Applications.

Desired Education, Skills & Experience

B.S or master--s degree (preferred) in one of the following areas – Computer Science, Applied Mathematics, Engineering, Information technology, Management Information Systems or related fields. Other qualifications with adequate experience may be considered.

Previous (direct) people management experience (preferred), particularly in fast paced, Application or technical support environment for 2 or more years.

Technical Management skills and familiarity and use of Oracle technologies such as SQL, Unix, XML, HTML, Java, Database, Middleware and web servers.

Soft Skills - Excellent communication, writing and listening skills – Be able to communicate well both technically and functionally, in highly escalated and tense situations; Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause; Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists; ; Excellent organization skills – able to develop a coherent plan of action and revise it as the issue or situation progresses; Ability to persevere in the face of obstacles and ensure customer’s success; Proven situation-management, escalation management and customer management skills; Highly skilled at problem-solving and highly developed analytical skills; Exceptional management and team building skills, capable of managing several high level priorities simultaneously without reducing quality; Self driven, motivated, proactive, well organized, and a thorough planner.

Note – You must be willing to assist with evening and/or weekend Duty Manager Coverage on rotational basis or work an early or late day shift, as per business needs.

Career Level - M2

Responsibilities

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer