Description 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 an Associate 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 level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred 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.).
ResponsibilitiesSuitePeople US Payroll is the first vertical in Oracle NetSuite Support which caters end to end payroll processes.
Business activities from PS implementations, Customer Support, Client Relationship to Back office tax handling are centralized within the Support Department.
We are looking for Technical Support Specialists to assist our customers. As part of the SuitePeople US Payroll team, the Technical Support Representative will perform a variety of technical & support functions, with emphasis on taking payroll calls and cases related to payroll set up, adjustments and payroll tax investigations.
Qualifications:
- FPC and CPP Certification is desired
- CPA is a plus
- 1-2 years of previous payroll/accounting/audit experience required
- Certified Payroll experience a plus
- Healthcare Benefit knowledge a plus
- Strong attention to detail
- Excellent proven Customer Service skills
- Excellent verbal, written, interpersonal communication skills
- Demonstrated ability to multi-task, work well under pressure and meet deadlines
Key Responsibilities:
- Take incoming calls and cases related to US Payroll
- Files Issues and Enhancements related to the US Payroll product
- Create Knowledge Base solutions that are publish internally and externally
- Conduct UATs and trainings related to new product releases
- Work directly with client’s Authorized Payroll contacts
- Assist clients in Payroll Tax Reconciliation
- Assist clients in Payroll Set up and Requirements
- Assist clients in Payroll Adjustments in Closed and Open Quarters
- Customer’s liaison with Payroll Operations and Third Party Tax Provider