About Trantor:

Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE™ engagement model, we operate as a seamless extension of our client’s teams to provide rapid scalability with predictable budgets. Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cybersecurity industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent. Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners.           

Job Description

We are looking for an experienced Order Management Support Specialist with strong technical expertise in Oracle R12 ERP modules, specifically Order Management, Service Contracts, and Supply Chain. The ideal candidate will be responsible for providing direct support to users, troubleshooting issues, and ensuring a high level of customer satisfaction. You will work closely with both end-users and developers, playing a critical role in incident management, problem resolution, and service support processes, including communicating service activities to leadership.

Job Role & Responsibilities

• User Support: Provide direct support to users, addressing issues related to system functionality and software.
• Issue Resolution: Troubleshoot and resolve technical incidents, serving as the escalation point and collaborating with software vendors if necessary.
• Customer Satisfaction: Foster a culture of customer satisfaction through proactive support and reliable troubleshooting.
• Incident Management: Participate in SLA breach and major incident review processes and ensure compliance with service-level agreements.
• Problem Management: Identify repeat incidents and guide problem management processes to determine corrective actions.
• Technical Collaboration: Work with developers to resolve technical concerns, particularly those impacting application users.
• Service Communication: Conduct weekly service review calls, reviewing ticket backlogs, SLA breaches, ageing tickets, and coordinating ITSM change board reviews for change requests and service requests.
• Documentation: Develop and maintain knowledge transfer and customer-facing support documentation.
• Collaboration and Best Practices: Collaborate with peers and external teams to establish and facilitate best practices.
• System Monitoring: Regularly review and monitor system performance and ensure adherence to downtime procedures and departmental policies.

Required Skills

• Oracle R12 ERP Expertise: Minimum of 7 years of experience with Oracle R12 ERP, with an emphasis on Order Management, Service Contracts, and Supply Chain modules.
• System Configuration Knowledge: Strong understanding of out-of-the-box R12 setups and configurations.
• Technical Proficiency: Hands-on experience with SQL, PL/SQL, and XML Publisher.
• Communication Skills: Excellent verbal and written communication skills to interact effectively with both users and leadership teams.
• Customer Service Orientation: Strong sense of customer service with the ability to build user confidence and satisfaction.

Good-to-Have Skills

• Problem-Solving Abilities: Ability to analyze recurring issues and contribute to the development of long-term solutions.
• Documentation Skills: Experience in creating detailed support documentation and knowledge transfer materials for both internal and customer-facing use.
• Leadership Engagement: Comfortable interacting with leadership, providing updates on support activities, and taking part in service review calls and change board reviews.
• System Performance Monitoring: Knowledge of system performance monitoring and a proactive approach to addressing potential issues.
• Collaborative Mindset: Ability to work collaboratively with peers, both within the organization and externally, to adopt best practices.

Preferred Personal Attributes

• Attention to Detail: Keen eye for detail in documentation, troubleshooting, and system monitoring.
• Proactive Mindset: A proactive approach to problem management and support tasks.
• Adaptability: Flexibility in responding to a dynamic work environment and changing support needs.
• Customer-Focused: Dedicated to ensuring a positive customer experience and promoting a customer-first culture within support operations.

Educational Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field is preferred.

Work Environment

This role offers a collaborative environment that emphasizes continuous improvement, customer satisfaction, and effective communication with both internal and external stakeholders