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Job Description

Job description displayed in the job posting

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

Career Level - IC3

Responsibilities

Position is for a Techno/Functional Support Professional, preferably with implementation background in Field Service Cloud Applications.

Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional issues of complex and critical service requests. The focus of this position is to provide Customer Service on a Functional level and to ultimately drive complete and total resolution of each issue reported by customer.

Job Responsibilities:

The main role of a Support engineer is to troubleshoot and resolve highly complex Functional problems. The key skills put to use on a daily basis are - high level of Functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.

Education & Experience:

BE, BTech, MCA , CA or equivalent preferred. Other qualifications with adequate experience may be considered.

3 to 6 years relevant working experience

##Functional/Technical Knowledge & Skills:

Must have good understanding of the following Field Service Cloud version 19+ capabilities:

We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.

We expect candidate to have:

1. Strong Field Service Cloud knowledge and concepts.

2. Implementation/Support experience on Field Service Cloud modules/Features like Capacity, Collaboration, Core Manage, Customer Communication, Forecasting, Mobility, Routing, Smart Location etc.

3.Implementation/Support experience on Field Service Cloud Technologies like in Java, C#, .Net, HTML5 , PHP and CSS.

4. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Commerce Cloud.

5. Technically good Skills in knockout.js, java script, html, css, node.js , Rest APIs, Json, Postman.

6. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Commerce Cloud.

7. Strong problem solving skills.

8. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.

9. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.

10. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.

11. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.

12. High flexibility so you remain agile in a fast changing business and organizational environment.

13. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

# Personal Attributes:

1. Self driven and result oriented

2. Strong problem solving/analytical skills

3. Strong customer support and relation skills

4. Effective communication (verbal and written)

5. Focus on relationships (internal and external)

6. Strong willingness to learn new things and share them with others

7. Influencing/negotiating

8. Team player

9. Customer focused

10. Confident and decisive

11. Values Expertise (maintaining professional expertise in own discipline)

12. Enthusiasm

13. Flexibility

14. Organizational skills

15. Values and enjoys coaching/knowledge transfer ability

16. Values and enjoys teaching technical courses

Note:

Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.

The position is based out of Bangalore OR Hyderabad, the candidate should be willing to relocate to either Bangalore OR Hyderabad.

Qualifications displayed in the job posting

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