The Oracle Local Government Global Industry Unit (LGGIU) is in the process of designing & developing a suite of SaaS applications for the state & local government markets using innovative technologies. These are exciting times in our space - we are growing fast, still at an early stage, and working on adventurous new initiatives.

We are building innovative SaaS services that will transform the Public Admin & Safety industry and have the potential to save lives. We look at the customer experience as a key differentiator for our customers. If you are a leader with the passion and skills to elevate the support experience of our customers, we hope you will come join us on this critical mission!

Responsibilities

As an experienced technical support engineer in LGGIU Customer Experience, you will play a critical role and have responsibility for resolving client queries and concerns about financial software designed for use by public administration organizations (primarily cities, counties, and other governmental agencies). A main point of contact for customers, you are responsible for facilitating customer relationships with Support operations and providing advice, assistance and resolution to diverse situations and escalated issues. You will bring an excitement and innovative approach, delivering an amazing customer experience focusing on a Service –Mindset Culture throughout the entire support life cycle.

Required Qualifications: United States Citizenship

Additional Requirements: On-Call Rotation, possible occasional travel

What you will do:

• Expand and challenge the way we provide service by going beyond our customers’ expectations through providing end-to-end ownership of issues
• Promptly resolve inbound calls and online Support cases from customers and internal employees
• Perform complex troubleshooting and analysis to resolve issues
• Identify software defects and partner with DevOps/Quality Assurance/Development for investigation of root cause and fixing
• Champion the knowledge base to provide self-service enablement for customers
• Become a primary point of contact for key LGGIU customers and help them improve their experience with and use of their software.
  
  
  

What you've done:

• 3+ years of professional experience supporting ERP Applications, preferably Oracle NetSuite Products
• 3+ years of professional experience working in a high availability, critical function delivery, SaaS-based technology company
• Prior experience in documenting support articles for procurement, order entry, finance, and general customer service.
• Critical thinker who thrives in an ambiguous environment and an effective communicator with strong influencing skills to inspire change
• Demonstrable ability to build relationships with customers or collaborators to achieve trusted advisor status
• Degree in Accounting/Computer Science/Information Technology or other qualifications with exceptional experience may be considered
  
  
  

It would be amazing if you also had:

• Experience in accounting standards and application of generally accepted accounting principles (GAAP, GASB or ACFR), preferably with governmental accounting
• Experience supporting governmental agencies
• Solid understanding of financial statements including balance sheet, cash flow and operational processes and requirements in ERP.
• Working knowledge on Java, C#, .NET, PHP, or other programming language
  
  
  

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $24.95 - $60.63 per hour; from: $51,900 - $126,100 per year. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance
  
  
  

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.

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.