Job Identification: 279321
Job Category: Support
Role: Individual Contributor
Job Type: Regular Employee
Experience Level: Professional
Is a security clearance necessary for this role? Yes
Years of Experience: 3 to 5+ years
Job Description
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while advocating 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 of our Electronic Support Services. As 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.
SKILLSET
– Strong and self-assured communicator
– Exceptional telephone etiquette
– Capability to compose clear and precise email replies
– Customer-oriented with outstanding customer service abilities
– Proficient in Microsoft Office software
– Outstanding skills in problem-solving
– Keen attention to detail
– Proactive mindset
– Career Level – IC1
Responsibilities
In this position, your main responsibility will be to provide post-sales support and solutions to the Oracle Support Services customer base while championing customer interests. You will be tasked with addressing and resolving post-sales non-technical customer inquiries through phone and electronic communication, as well as handling technical questions related to the use of and troubleshooting for our Electronic Support Services. As a primary contact for customers, you will serve as an intermediary between Oracle staff and customers with moderate guidance from Senior Client Relations Analysts and management. Additionally, you will offer advice and solutions for a variety of technical and non-technical customer issues. Most resolutions will be provided in real-time, with follow-up for more intricate matters.
The HUB engineer’s duties include, but are not limited to:
– Ensuring HUB responsibilities are fulfilled during the active shift
– For engineers in charge of translations, delivering verbal and/or written translations when customers need local language assistance
– Utilizing required systems to investigate and resolve customer entitlement and My Oracle Support issues
– Applying SR quality standards when updating and managing SRs
– Monitoring specific queues for: unassigned, local language, route failures, and exception SRs, routing or assigning them as necessary
– Responding promptly to customer requests for escalations by following the documented escalation procedure
– Encouraging customers to communicate in English instead of their local language for SR resolution
– Urging customers to use the customer portal rather than the phone
– Contributing to ongoing process enhancement initiatives
– Addressing system or process challenges by contacting the relevant technical personnel or reporting issues to the Global Customer HUB manager
– Participating in process and system development as well as knowledge management
Minimum requirements for the candidate:
– A bachelor’s degree or higher
– Proficient in English. Proficiency in any additional language is a plus.
– A minimum of one year of customer support experience, with Call Center experience being preferred
– Careful attention to detail and accuracy