Easter Seals Jobs

Job Description

Scope:

• Reports to the UK Government Cloud Support Manage

• Works as a Support Engineer in a UK Team

• You will be expected to work additional out of hours, providing on-call support during evenings, weekends and public holidays on a rota system.

Pre requisites:

Excellent Knowledge of one of the following:

• Oracle ERP Advanced Collections + Oracle ERP Recievables / Oracle Fusion Cloud Advanced Collections + Oracle Fusion Cloud Advanced Recievables

• Previous experience of working in an ERP Helpdesk environment

• UK Government Security Clearance (or willingness and eligibility to be successfully security cleared) (NSC/Security Clearance required or ability to be security cleared)

• UK National / British Citizen – candidate must hold a UK Passport.

• UK National and resident in the UK for the past 5 years

• BA Honours/Science Degree

Career Level - IC3

Responsibilities

Responsibilities include:

• Managing customer service requests and being the single point of contact.

• Work on service requests by providing support, analysis, troubleshooting and collaboration with other Oracle Teams

• Analyse information about the user’s issue and determines the best way to resolve their problem.

• Provide phone support, performing problem recognition, research, resolution in a SaaS Environment or escalating issues to (Cloud Operations, Global Customer Support or Development)

• Records and maintains accurate information within Service Request System (MOS)

• Interfaces directly with customers to ensure their issues are resolved and a superior customer experience is provided

• Coordinating, working with and following up on work performed by global teams

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