Product Support Manager

Product Support Manager-22000E5N

**Applicants are required to read, write, and speak the following languages***: English, Portuguese

**Preferred Qualifications**

**JOB SUMMARY**:
As part of the Global Support Organization, Manager, Technical Support for ERP will primarily provide leadership and direction for all matters related to their vertical operations. With 24x7 global support operations, he/she will be responsible for proper resources allocation, process improvements, acting on critical issues and ensuring the delivery of high customer satisfaction.

**QUALIFICATIONS**:

- Functional experience with ERP software (NetSuite, Oracle Fusion, Acumatica, Infor, Microsoft Dynamics, Intacct, QuickBooks). *Previous NetSuite product experience and NetSuite ERP Certification strongly preferred but not required.
- Previous experience managing or fulfilling leadership functions in a customer-facing team such as Consulting, Audit, Sales or Customer Support.
- Recognize and follow Support Policies and Procedures
- Strong leadership, sound judgment and customer focus
- Passion for operational excellence and continuous improvement. Ability to coach and motivate team members in the development of soft and hard skills.
- Self-starter, analytical, critical thinker, innovative and team player
- Willing and able to work on a flexible schedule

**KEY RESPONSIBILITIES**:

- Perform
- Perform Real Time Management of queues and buckets during **NOAM** support operations to deliver committed service levels
- Supervise a group of Support Specialists on their day to day tasks and provide performance coaching
- Respond to and act on monitoring alert issues and critical defects
- Assist in resolving high level customer service escalations Support Management intervention
- Review staffing/scheduling per business needs and work with Workforce Management on necessary schedule / shift adjustments to ensure Service Level targets are consistently met
- Collaborate with Support Managers for contingency weekend staffing on critical periods such as the Release, and other special cases
- Assist in developing/improving processes (P&P) for Support operations
- Work with Support Management to ensure that the operations deliver the highest level of service to our customers

**Detailed Description and Job Requirements**

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 a 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 support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree 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.).

**Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.**

**Job**: Support

**Location**: BR-BR,Brazil-Sao Paulo

**Job Type**: Regular Employee Hire

**Organization**: Oracle