Oracle Technical Analyst 2-Support (Payroll) in Philippines, Philippines
Technical Analyst 2-Support (Payroll)
Payroll & HR Support Specialists will become product experts, responsible for resolving client queries and concerns about NetSuite’s Human Capital Management products via inbound email cases or telephone calls.
This is for a Permanent role and requires you to work at our office in Glorietta 2 at Makati on night shift/graveyard hours.
Communicate effectively with individuals/teams in the program to ensure high quality and timely resolution of customer requests.
Participate in activities and contribute ideas designed to improve customer satisfaction.
Use decision-support tools to answer questions.
Collaborate with internal teams on complex problems.
Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Confirm customer understanding of the solution and provide additional customer education as needed.
Document complete and accurate work and update customer file.
Collaborate effectively with Subject Matter Expert (SME)'s in the organization for product support or knowledge transfer.
Design solutions to problems that may be unstructured and that may require conceptual/creative thinking.
Identify opportunities to enhance the product and serve our customers’ business needs better.
Candidate must possess at least a Bachelor's/College Degree in Accounting/Finance/Business Management or relevant field.
Industry certification such as CPA, FPC and CPP is a plus.
Knowledge and/or experience on Payroll or ERP/Accounting systems (i.e. Ceridian, JD Edwards, SAP, QuickBooks) is an advantage.
Experience interacting with customers in person or over the phone is preferred.
Expert knowledge of Internet, browsers, mobile applications and web navigation is necessary.
Excellent communication skills.
Flexible on working hours and days. Willing to work extended hours, holidays and weekends when necessary.
Very strong analytical approach to troubleshooting.
High level of accuracy and attention to detail.
Fresh graduates interested to pursue a career in technical support are welcome to apply
Detailed Description and Job Requirements
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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job Type: Regular Employee Hire
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