Description
Provide second-level phone-based support for incidents/issues/customer problems received directly from customers.- Support the business process and system for the installed Oracle footprint within the company's business suite.
- Test new and/or updated functionality and create corresponding communication to the end user.
- Respond to issues from business users regarding our ERP system.
- Prioritize requests from customers into urgent vs. non-urgent requests.
- Escalate problems/incidents to technical support for bug fixes and/or system issues/problems.
- Answer a wide range of questions from customers regarding business processes
- Understand and explain the inter-dependencies between modules and how one action may create a re-action in another business process.
- Troubleshoot and/or answer questions regarding with related interfaces.
- Provide on-the-job instruction and/or answer questions from customers regarding key internal control processes.
- Attempt to ensure customer satisfaction in all situations.
- Maintain Oracle Tables: Maintain mappings on tables and update set up changes and maintain configuration guides.
SKILLS
- Bachelor's Degree in Information Technology, Accounting or Finance required
- Minimum of 3 years of experience
- Solid customer service background
- Keen attention to detail
- Ability to work on multiple projects, prioritize deliverables, and demonstrate creativity and innovation
- Ability to communicate at various levels within and outside the organization
- Analytical skills are a must
- Proficiency in the Microsoft Office Suite and Oracle eBusiness Suite Experience are required.