Associate Technical Support Engineer

Job Description: As a member of the Support organization at Oracle, your main focus will be to provide post-sales support and solutions to Oracle customers. You will act as an advocate for customer needs by resolving post-sales non-technical customer inquiries via phone and electronic means. Additionally, you will address technical questions related to the use of and troubleshooting for Electronic Support Services. Your role will involve being a primary point of contact for customers, facilitating customer relationships with Support, and offering advice and assistance to both internal Oracle employees and customers in various situations. Key Responsibilities: - Ensure that HUB tasks are handled during an active shift. - Provide verbal and/or written translations when required for local language support. - Research and troubleshoot customer entitlement and My Oracle Support issues using the necessary systems. - Update and manage service requests (SRs) following SR quality guidelines. - Monitor specific queues for unassigned, local language, route failures, and exception SRs, and route or assign as needed. - Respond promptly to customer escalation requests using the documented process. - Encourage customers to use English for SR resolution and the customer portal for support. - Contribute to continuous process improvement initiatives. - Report system or process issues to the Global Customer HUB manager. - Assist in process and system development and knowledge management. Qualifications Required: - Bachelor's degree or above. - Proficiency in English; knowledge of any other language is a plus. - Minimum of one year of customer support experience, with preference for Call Center experience. - Attention to detail and accuracy.,