Customer Support

hace 6 meses

Zapopan, México Oracle A tiempo completo

**Customer Support - Senior Technical Support Analyst - SCM Fusion Cloud**

**Detailed Description and Job Requirements**

As a Senior 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 many Oracle products 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 mínimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

**Education**
- B.S. (Computer Science, Information Systems, Science, Mathematics, Physics, or Chemistry) with a 3.0GPA and/or:

- Other qualifications and experience, such as proven professional/technical experience in demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

**Desired Profile**

Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques.

Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, diagnostic logs review, Troubleshooting techniques etc).

Knowledge of networks, database, server configuration, Web Server, SQL tuning and so on.

Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.

**Behavioral Skills (required)**
- Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.
- Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
- Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.
- Good organizational skills. Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan
- Ability to persevere in the face of obstacles and ensure customer’s success.
- Self-starter, works well unsupervised or with limited supervision Detail Oriented (Process orientation preferred)

**Technical & Analytical Skills (required)**
- Ability to resolve Supply Chain Management issues such as:

- Inventory Issues.
- Product information management.
- Product lifecycle management.
- Manufacturing configurations.
- Knowledge on Mantainence
- Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process. Advanced knowledge of SQL.
- It is a plus to have functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle E-Business Suite; PeopleSoft Enterprise SCM; JD Edwards Enterprise One; Siebel
- Experience in writing SQL queries in Oracle EBS/Fusion, PLSQL coding experience is a plus
- Expertise in Full Cycle P2P O2C and Inventory flows
- Ability to independently troubleshoot issues using Database Tables/SQL Queries

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.

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