Preferred Qualifications
- B.A./B.S. in a technical field or equivalent experience required
- 4+ years relevant working experience (preferably 2 years + of working with Oracle/PeopleSoft products)
- Prior experience in providing technical customer support
- Technical experience with working on Application Engines, SQRs, PeopleCode. Ability to troubleshoot and debug PeopleSoft issues.
- Experience in PeopleSoft Installation/Upgrades, PUM
Technical Knowledge %26amp; Skills:
- Excellent analytical and problem-solving skills
- Technical skills in relational databases (Oracle, SQLServer, DB2%26reg;/UDB, DB2%26reg;/400), operating systems(Microsoft Windows, UNIX%26reg;, Linux, and the AS400 Operating systems), programming languages, web technologies, and an analytical approach to troubleshooting
- Understanding of structured SQL statements and how they are executed in the RDBMS
- 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
- Experience in coding in UNIX
Customer %26amp; IndustryKnowledge:
- Excellent track record in providing outstanding and unparalleled customer service
- Ability to handle difficult or sensitive situations with diplomacy and tact
General Business Skills:
- Strong time management skills
- Demonstrated ability to handle multiple priorities effectively and efficiently
- Strong written and verbal English communication skills; multi-lingual a plus
- Excellent organization and prioritization skills
- Ability to work efficiently and independently; project management skills a plus
- Ability to thoroughly carry out, review, and report on all aspects of work
- Ability to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow
- Works effectively with international team members to provide seamless service to customers
- Excellent decision-making skills
Detailed Description and Job Requirements
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 Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)