Job Description
All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers.
From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world.
Preferred Qualifications
A great opportunity to join the Service Management Support Center task force in Oracle. The expertise center delivers non-technical Incident Management services (Service Request Management), Escalation Management, Reporting and Newsletters. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.
Responsibilities
- Provide specialized service management support for top Oracle accounts
- Act as an escalation point for urgent issues
- Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle Technical Support
- Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams
- Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns
- Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
- Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents
- Ensure traceability of results by using reporting tools to demonstrate progress
- Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency
Requirements
- University Degree
- Mastery of English language is a must (proficiency in both written and spoken production)
- Good knowledge of a second European Language is a plus
- Good command of Microsoft Excel
- Cloud Ops and Service Management process knowledge represent a plus
- Understanding of ITIL framework is a plus
Skills and Competencies
- Strong communication and persuasion skills
- Customer and results oriented
- Analytical and organized
- Able to maintain sustained focus and deliver prompt response to incidents
- Resourceful and creative, capable to adapt and find the best approach for any situation
- Self driven and motivated
- Able to work both within a team and independently
- Demonstrate attention to details and perseverance
- Open to out-of-the-box learning an continuous improvement
- Committed to delivering value and high performance
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 Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job
:Support
Location
:RO-RO,Romania-Bucharest:
Organization
:Oracle
