Oracle HCM Tehno- Functional consultant

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) . This is a mandatory work from office (BLR or HYD Oracle office) role.

Responsibilities :

Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue

Provide telephone and email support to internal and external customers

Perform efficient incident management while maintaining metric quotas

Understand and assess customer-reported issues to determine prioritization

Serve as an internal knowledge resource for other members of the Fusion Human Capital Management (HCM) team

Utilize knowledge of technologies to make solution recommendations

Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed

Act as a liaison between customers, R&D, Production, Consultants, and QA, etc.

Manage and ensure documentation of assigned incidents, including internal and external communications

Learn, understand, maintain and contribute to internal support processes

Analyze, develop, and improve internal processes

Maintain strong adherence to Service Level Agreements

Participate in special projects, as assigned

Qualifications:

BS in computer sciences or a related field recommended.

A minimum of 4 years of experience in a support product support environment

Experience with SQL and Oracle databases

Strong technical problem-solving skills, with an ability to troubleshoot complex application issues

Exceptional research skills and resourcefulness

Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling

Familiarity with Customer Relationship Management (CRM) / Ticketing systems

Multi-lingual (English/French/Spanish/German) is a good asset

Ability to verbally present soft and hard technical subject matter to a variety of audiences

Ability to proactively develop relationships and communicate with all levels of the internal organization

Ability to communicate with members of a clients organization, at all levels (general staff to an executive, technical and non-technical)

Working knowledge of XML, SSO, FTP, Web Services are very strong assets Knowledge in SSL, PGP, Java, C#, Linux/ Unix are excellent attributes.

Working knowledge of Human Capital Management (HCM) Core products