Senior Oracle Support Analyst

Senior Oracle Support Analyst

The Senior Support Analyst/Engineer will
focus primarily on providing expert technical after-installation support to
clients, as well as troubleshoot complex software application issues quickly
and more efficiently. Duties involve responding to customers promptly and
professionally, accurately documenting problems and resolutions, and
collaborating with clients and internal employees to solve complex technical
problems. The job requires excellent technical and soft skills.

Essential Duties

  • Work directly with clients to
    provide rapid and accurate analysis of production issues (including solution
    tracking);
  • Provide support via tickets, chat,
    and phone to customers.
  • Answer customer questions, file
    bugs, and reproduce, troubleshoot, resolve, and escalate issues as necessary.
  • Own and drive customer issues from
    start to finish.
  • Become an expert on a given product
    domain from both a business and technical standpoint.
  • Actively participate in our online Community,
    learning about customer pain points, answering customer questions, and posting
    solution articles in your domain of expertise.
  • Handle urgent escalation issues,
    ensuring we accurately prioritize based on severity and customer impact.

Minimum Requirements

  • BS or MS in Computer Science,
    Engineering, or related. We will also consider other significant technical
    experience.
  • Minimum of 7 years of application support experience.
  • Strong Oracle SQL, PL/SQL skills required.
  • Experience in Order-To-Cash (O2C) or
    Procure-To-Pay (P2P) cycle. Experience in Account Receivables(AR) and/or
    General Ledger (GL) is a plus.
  • Experience in following technologies
    that support SaaS applications is an added advantage: REST API, SOAP API, web
    services.
  • Excellent spoken and written
    English. All customer communications are in English.
  • Strong communication skills,
    including the ability to adjust to the technical level of the audience and
    explain complex ideas clearly and concisely.
  • Ability to work with a global teams
    and build strong cross-functional relationships.
  • Positive attitude and the ability to
    overcome adversity; ability to stay calm under pressure.
  • Strong desire and ability to
    continually learn new skills, processes, technologies, and product knowledge.
    You will learn something new every day!

Skills And Experience

  • Bachelor’s Degree in Computer
    Science, Engineering, or equivalent experience,
  • Minimum of 6 to 8-year software /
    ERP related experience desired.
  • Knowledge of accounting concepts and
    Revenue Recognition is an addition.
  • Excellent verbal and written
    communication skills.
  • Order-To-Cash (O2C) or
    Procure-To-Pay (P2P) cycle experience in Oracle EBS (Financials)/Netsuite.
    Other ERPs can also be considered.
  • Strong SQL, PL/SQL skills required.
  • Working business knowledge of US
    GAAP and revenue accounting a plus.
  • Ability to work efficiently in a
    time-critical environment and fast-paced environment;
  • Problem-solving capabilities as well
    as excellent customer service skills.
  • Ability to take ownership and follow
    through on client issues until resolution.
  • Ability to effectively communicate
    and coordinate with peers and senior management as required.
  • Strong organizational skills,
    attention to detail and technical judgment;
  • Ability to work independently and
    self motivated.
Job Type: Full Time
Job Location: Dallas Remote

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