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Support Engineer

RF-SMART
  • Jacksonville, Florida
    30+ days ago

    Job Description

    Support Engineer 
    Jacksonville, FL or Remote in U.S.
     
    We Exist to Transform our Customers and Change Lives
     
    Summary:
    The Oracle Cloud Application Support Engineer provides largely non-technical support to RF-SMART Oracle Cloud customers in support of their use of RF-SMART applications spanning multiple industry verticals. This role will work on the team as a primary point of triage for support tickets opened by internal and external stakeholders. The individual will be held to established commitments pertaining to response time and resolution time. Frequent phone, email, and internal messaging will be leveraged to communicate with customers. The individual shall possess a deep understanding of Oracle Cloud, RF-SMART applications, and technical aptitude to assist customers in the resolution of their support tickets and also shall provide outstanding customer service that supports the mission and values of RF-SMART.
     
    Essential Duties & Responsibilities:
    • Serve as primary resource to triage support tickets submitted by internal and external customers to the Oracle Cloud support team. Response times must adhere to time constraints set by the business.
    • Connect directly with customers to work towards resolution of the submitted support tickets. This may include email and phone communication which shall be conducted in a professional manner that aligns with RF-SMART mission and values.
    • Document resolution and update ticket status for both internal and external tracking of comments, root cause, and outcome.
    • Liaise with assigned RF-SMART technical resources to escalate tickets that cannot be resolved via non-technical support. Document functional requirements using established framework to drive technical resolution of support tickets, where required.
    • Work upstream with Oracle Cloud Product Owners and Product Managers to bring to light areas of the product that require enhancement or further development based on consistent themes from inbound support tickets. Seek to solve the root cause.
    • Provide input on product design and user experience (UX) and in coordination with Product Owners and Product Managers, provide input on how to improve the usability of the applications. This may include soliciting customer feedback via surveys, data collection and working with the Product Owner to design changes based on feedback.
    • Provide world-class customer service at all times that is courteous, timely, and aims to provide a positive experience in their interactions with RF-SMART support.
    • Other duties as necessary
    Education and Experience:
    • A bachelor’s degree in a related field or equivalent working experience
    • Consulting or working experience with Oracle Cloud or Oracle EBS supply chain applications (particularly Inventory and Manufacturing)
    • Direct experience with Mobile Supply Chain applications is a big plus
    • Customer service experience and/or demonstrated ability to provide courteous and professional engagement with stakeholders is required
    • Outstanding communication, interpersonal, organizational and writing skills are required
    • Ability, or better yet, the desire to solve different business challenges
    • Creative, motivated team player
    • High detail-orientation
     
    Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).
     
    General Information:
    The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned, but rather to give personnel so classified a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer.

    Numbers & Facts

    LocationJacksonville, Florida
    Websitehttp://rfsmart.com/careers

    Skills

    • Cloud Applicationsunmatched
    • Cloud Computingunmatched
    • Consultingunmatched
    • Customer Support/Serviceunmatched
    • Customer/Client Researchunmatched
    • Data Collectionunmatched
    • Functional Requirements Document (FRD)unmatched
    • Interpersonal Skillsunmatched
    • Manufacturingunmatched
    • Market Surveysunmatched
    • Mobile Applicationsunmatched
    • Oracleunmatched
    • Oracle Applicationsunmatched
    • Organizational Skillsunmatched
    • Product Designunmatched
    • Radio Frequencyunmatched
    • Software Administrationunmatched
    • Software Engineeringunmatched
    • Supply Chain Management Softwareunmatched
    • Support Documentationunmatched
    • Team Playerunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • Usability Engineeringunmatched
    • User Experience Design (UXD)unmatched
    • User Interface/Experience (UI/UX)unmatched
    • Writing Skillsunmatched

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