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Technical Analyst 4-Support HCM
OracleKorea-seoulUpdate time: August 13,2022
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Job Description

Position

Global Customer Services Fusion Apps and EBS Engineer (HCM Products)

Requirements

  1. Bachelor’s degree in Computer Science, Engineering, or equivalent experience
  2. Typically more than 7~15 years (Over IC3, IC4) of relevant experience
  3. Excellent written and verbal communication skills in Korean & English
  4. Fluent spoken English highly preferred

Relevant Experiences and Skills:

  1. Excellent persuasive communication and presentation skills
  2. Excellent customer handling skills
  3. Excellent skill in SR processing, escalation, and other OSS internal procedures
  4. Ability to coordinate the resolution of escalated or high priority customer issues
  5. Strong knowledge on Oracle Fusion Apps HCM and EBS HCM and relevant products
  6. Knowledge on Oracle Fusion Apps FMS and EBS FMS and relevant products
  7. Software, Programming language Skill and Tools (PL/SQL, Oracle SQL, HTML, JAVA, Weblogic, OCI, BigData)

Responsibilities

Key role:

The primary focus of the Global Customer Service engineer is to deliver proactive and reactive technical support to customers through online & telephone. From a remote location, responsible for resolution, guiding, assisting, advising customers to resolve their critical issues, and preventing issues through online service & telecommunication. Can be focal point for some critical issues and works with customer “end to end” throughout engagement

Duties:

  • Delivers proactive or reactive customer services defined in GCS service offerings
  • Serves in technical role for prevention, detection, identification and resolution of Oracle product-related issues through online & telecommunication
  • Gets involved in any escalated SR that might impact customer’s environment
  • Assists customers to resolve issues and interface with BDE(Bug, Diagnosis and Escalation), development and upper management if necessary
  • Continues to develop extensive technical knowledge of Oracle products and their uses and share it through Oracle Knowledge Management System.
  • Effectively and accurately communicates complex, technical topics to customers
  • Works with members of global team on a regular basis to achieve team results

How to Apply
  • Documentary Screening
  • First Interview
  • Second Interview

Documents for submission

  • English Resume/ Korean Resume, Historical Record, A letter of self-introduction

 

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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).
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