Oracle EnterpriseOne Tools & Technical Support Analyst

QUALIFICATIONS:

- Degree in a relevant field and/or equivalent job experience.
- Minimum of two years experience as a Customer Support Services Analyst or equivalent experience in a customer facing job.
- OneWorld®/EnterpriseOne Client/Server and Web software architecture.
- Working knowledge of i5 (AS400), Microsoft Windows, UNIX®, Linux Operating systems.
- Working knowledge of database architectures and connectivity to these databases (DB2®/UDB, Oracle, SQL Server, and DB2®/400).
- Working knowledge of Web Client/Server processing and Web Application Servers (Thin Client Browsers, WebSphere and Weblogic Application Servers)
- Strong Knowledge of ERP software and its use in our industry verticals
- Deep analytical and troubleshooting skills with the paired ability to communicate findings to customers.
- Understanding of structured SQL statements and how they are executed in the RDBMS.
- General knowledge of TCPIP and network connectivity.
- 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.
- Excelent verbal and written communication skills in English are a must.
- Another European language (French, Italian, Spanish) will be a plus.

JOB DESCRIPTION SUMMARY:

Provide initial support to customers on OneWorld®/EnterpriseOne Tools & Technical customer support issues. This position will be responsible for consulting with clients to determine resolution or escalation paths for their OneWorld/EnterpriseOne technical software cases by telephone, internet, or email. Naturally, the goal of this job is to achieve the highest level of customer satisfaction. Continually train on and improve skill level with technical cases. Ensure that "product ownership" responsibilities are being met and represent Customer Support in cross-functional activities.

RESPONSIBILITIES:

- Customer case resolution: providing expert assistance to customers, partners and field employees on existing cases; assisting in resolving aging or escalated cases; and taking new cases as volume dictated.
- Maintaining a thorough knowledge of the technical components to our software and supporting software products.
- Create and potentially review knowledge documents and case resolutions for publication internally and to our customer base.
- Identify customer opportunities or needed short term assignments then communicate the opportunities to account managers.
- Assists management in team issue resolution by proactively identifying and communicating the needs of the team.
- Ensure managers are notified through email, phone or in person of high impact support cases.
- Ensure effective communication between members of immediate team and the primary OneWorld Tools & Technology group via email or phone.
- Achieve targeted metrics for service quality as an individual and as part of the team.
- Pursue continual improvement aimed at improving customer satisfaction through "product ownership" responsibilities.
- Identify areas of limited product knowledge in Customer Support and recommend course of action.
- Participate in Process Improvement Teams which propose policy changes, document relevant procedures, identify opportunities for automation, reduce consultant learning curves to help reduce the number of escalated calls, and generally improve customer service and/or improve departmental efficiencies.
- Participate in periodic consulting assignments when necessary
- Appropriately volunteer for cross-functional, organizational and group committees
- Additional responsibilities as assigned.

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Please submit your CV in English as soon as possible.