Company Overview

Oracle Corporation is a global leader in enterprise cloud applications, database software, and emerging technologies, empowering businesses worldwide to innovate and grow through cutting-edge solutions. With a commitment to excellence, Oracle serves thousands of customers across industries, delivering reliable, scalable technology that drives digital transformation. Join us in the Philippines to be part of a dynamic team shaping the future of enterprise software.

Position Overview

As a Senior ERP Accounting Support specialist in Oracle's Support organization, you will deliver exceptional post-sales support to our global customer base, resolving non-technical inquiries and technical issues related to ERP Accounting modules via phone, email, and electronic channels. Serving as a primary point of contact, you will advocate for customer needs, facilitate relationships between customers and internal teams, and provide expert guidance on troubleshooting Electronic Support Services. This role offers the opportunity to leverage your ERP expertise in a collaborative environment, contributing to customer success and Oracle's reputation for outstanding support.

Key Responsibilities

• Resolve post-sales non-technical customer inquiries efficiently via phone, email, and electronic support channels
• Troubleshoot technical issues related to Oracle ERP Accounting modules, including configuration, reporting, and integration challenges
• Serve as the primary point of contact for escalated customer issues, ensuring timely resolution and customer satisfaction
• Advocate for customer needs by collaborating with internal Oracle teams to address diverse situations and requirements
• Provide expert advice and assistance to internal employees on customer scenarios, best practices, and support processes
• Analyze ERP Accounting support tickets, identify root causes, and implement preventive measures to reduce recurrence
• Facilitate knowledge transfer through documentation, training sessions, and mentoring junior support staff
• Maintain accurate records of customer interactions, resolutions, and follow-ups in Oracle's support systems
• Monitor and report on support metrics, trends, and customer feedback to drive continuous improvement
• Stay updated on Oracle ERP Accounting product releases, patches, and enhancements to deliver proactive support

Required Qualifications

• Bachelor's degree in Accounting, Finance, Information Technology, or a related field
• 5+ years of experience in ERP support, preferably with Oracle E-Business Suite (EBS) or Oracle Fusion Cloud ERP Accounting modules
• Proven track record of resolving complex customer support issues in a high-volume environment
• Strong knowledge of accounting principles, financial reporting, general ledger, accounts payable/receivable, and fixed assets
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
• Experience using support tools, CRM systems, and electronic troubleshooting methods
• Ability to work in a fast-paced, 24/7 support environment with flexible shift rotations
• Fluency in English; additional languages such as Tagalog or other regional dialects are advantageous

Preferred Qualifications

• Oracle ERP certifications such as Oracle Financials Cloud or EBS Financials
• Experience with Oracle Support methodologies, including My Oracle Support (MOS) and Service Request management
• Background in customer-facing roles within SaaS or cloud-based ERP environments
• Familiarity with SQL querying for ERP data analysis and troubleshooting
• Prior experience mentoring support teams or leading small projects

What We Offer

• Competitive salary and performance-based incentives aligned with industry standards
• Comprehensive health insurance coverage including medical, dental, and vision benefits
• Generous paid time off, including vacation, sick leave, and public holidays
• Professional development opportunities with access to Oracle University training and certifications
• Flexible work arrangements, including hybrid options and support for work-life balance
• Employee stock purchase plan and retirement savings contributions

About the Team

The Senior ERP Accounting Support team in the Philippines is a high-performing group of dedicated professionals who thrive on delivering world-class customer support for Oracle's ERP solutions. Collaborating across global time zones, we foster a culture of knowledge sharing, innovation, and mutual support. Join a team that values expertise, customer advocacy, and continuous learning in a rewarding environment.