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 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.
Responsibilities:
The HUB support engineer's responsibilities include but not limited to the following:
- Ensures that HUB tasks are handled during active shift
- Ensure the administrative work are handled during active shift
- For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support
- Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues
- Uses SR quality guidelines when updating and managing SRs
- Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
- Responds quickly to customer requests for escalations by using documented escalation process
- Encourages customers to use English versus local language for SR resolution
- Encourages customers to use customer portal versus phone
- Contributes to continuous process improvement initiatives
- Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager
- Contributes to process and system development and knowledge management
Education and Experience Required:
Minimum requirements for the candidate:
- Bachelor degree or above
- Proficient with Japanese and English. Good Korean or Mandarin language skill will be a plus.
- At least one year customer support experience, Call Center experience is preferred
- Attentive to details and accuracy
Skillset
Essential
- Strong and confident communicator
- Excellent telephone manner
- Ability to write clear and concise email responses
- Customer focused and excellent customer care skills
- Competent user of Microsoft Office applications
- Excellent problem solving skills
- Good attention to detail
- Proactive attitude
Career Level - IC1
Responsibilities
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.
Responsibilities:
The HUB support engineer's responsibilities include but not limited to the following:
- Ensures that HUB tasks are handled during active shift
- Ensure the administrative work are handled during active shift
- For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support
- Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues
- Uses SR quality guidelines when updating and managing SRs
- Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
- Responds quickly to customer requests for escalations by using documented escalation process
- Encourages customers to use English versus local language for SR resolution
- Encourages customers to use customer portal versus phone
- Contributes to continuous process improvement initiatives
- Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager
- Contributes to process and system development and knowledge management
Education and Experience Required:
Minimum requirements for the candidate:
- Bachelor degree or above
- Proficient with Japanese and English. Good Korean or Mandarin language skill will be a plus.
- At least one year customer support experience, Call Center experience is preferred
- Attentive to details and accuracy
Essential
- Strong and confident communicator
- Excellent telephone manner
- Ability to write clear and concise email responses
- Customer focused and excellent customer care skills
- Competent user of Microsoft Office applications
- Excellent problem solving skills
- Good attention to detail
- Proactive attitude
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer:
Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
