Principal Technical Support Analyst HCM Recruiting Cloud

Job DescriptionAs 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.ResponsibilitiesPosition is for a Technical Support Analyst with a functional background in Human Capital Management a focus on Recruiting and Human Resources and experience providing post-sales support to customers. Responsible for providing excellence in customer service support along with incidence diagnosis, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drive complete and total resolution of each service incident.Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue

Understand and assess customer-reported issues to triage, analyze and resolve

Resolve Oracle Recruiting functional issues including employment actions such as requisition creation, posting, offer process, hiring, onboarding, data extraction, and HR security (users/roles/privileges)

Perform efficient issue and queue management, while maintaining metric quotas

Manage and ensure documentation of assigned incidents, including internal and external communications

Enhancing the quality of products and services through feedback, mentoring, and continual process improvement

Serve as an internal knowledge resource for other members of the Oracle Recruiting Cloud team

Act as liaison between customers, development, operations and other internal stakeholders

#JoinASEAbout UsDiversity and Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.Disclaimer:Oracle is an Equal Employment Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Which includes being a United States Affirmative Action Employer