This is an individual contributor position working in a team within Oracle’s Global Software Support for the PeopleSoft Enterprise – PeopleTools Technologies

 

Job responsibilities include problem tracking, technical diagnosis, research & replication, troubleshooting and resolution of simple/complex problems/issues within one or more of the above-mentioned PeopleSoft Enterprise PeopleTools suites/modules. The focus of this position is to provide technical support to our customers via phone, web and email and to ultimately drive complete and total resolution for each service incident.

 

Responsibilities

* Provide first point of contact for Oracle customers, partners & consultants as warranted by customer needs and customer support response time commitments. This entails intake, logging, and research of incoming customer cases via phone, email, and web.

 

 * Research, troubleshoot, replicate and test product problems, bugs and client configurations as well as general application and technical questions.

 

 * Gain expertise in PeopleSoft PeopleTools technologies: Reporting Tools – XMLP, Pivot Grid, SQR, Crystal Reports, nVision, Process Scheduler etc. Installation of PeopleSoft Application and Tools, Upgrade of PeopleSoft, Installation and troubleshooting of Application Server (Tuxedo), Web Server(WebLogic, WebSphere, OAS), Performance Monitoring, Integration Technologies –Integration Broker, Component Interface, Workflow.

 

* Coordinate, negotiate and set expectations on priorities & resolution deadlines with customers (diplomatically done in difficult client situations).

 

* Track issue progress and provide regular updates to clients until incidents are resolved.

 

* Interface with Development and Consulting Services as needed to resolve customer issues. Work closely with Development to diagnose bugs and provide patches to customers. Participate in system and release testing, as needed.

 

* Research root cause and suggest corrective action to further enhance the customer experience and improve Oracle products.

 

* Contribute to the creation and maintenance of electronic content / documentation / knowledge for customers to support problem prevention efforts.

 

* Report high visibility cases, escalations, and customer trends to management.

 

* Develop a depth & breadth of technical knowledge within the product line in more than one product area

 

* Maintain an up-to-date and in-depth knowledge of current product releases, service offerings and support policies.

 

* Initiate and participate in process improvements within the product line

 

* Work as a part of a global team and coordinate customer support issues among different support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality.

 

* Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible. Identify & document areas and possibilities where proactive efforts can prevent new cases.

 

* Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)

* Develop code to automate data collection, problem diagnostics and resoultion

 

Job Requirements

 

Education & Experience:

* B.Tech/BE/M.E/M.Tech/MCA. Bachelor’s degree is a must. Masters degree or equivalent work experience preferred.

* Prior experience in a customer support position preferred.

* Prior experience with PeopleSoft, Oracle or any ERP technology or applications preferred.

*Prior experience in developing code

 

Required Soft Skills:

* Excellent Verbal & written communication skills

* Excellent Problem Solving & Analytical skills

* Self-motivated & resourceful

* Ability to multitask & work independently as well as collaboratively in a global team environment

* Ability & initiative to learn new products & technology quickly

* Ability to work under pressure and handle difficult & escalated customer situations with diplomacy & tact

 

Desired Technical Skills:

 

* Experience with any PeopleSoft PeopleTools module: Installation, Upgrade, Server, Integration and Reporting Tools

* Working knowledge of various Operating systems  (UNIX, Windows) and databases(Oracle, SQL Server etc)

* Understanding of SQL statements and how they are executed in the RDBMS. Ability to read and decipher software logs and traces files, as well as the ability to act upon the finding to determine a problem resolution.  

 

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)

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).