Associate Technical Support Engineer

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.

The role of Global Customer HUB (HUB) engineer is to receive incoming calls for assistance, manage service requests, monitor specific queues, provide assistance to customers and perform translations in accordance with service standards and perform other administrative work

The HUB engineer will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers. Working hours will be determined by a shift pattern, Work shift might be adjusted if 24*7 support is required for business needs.

The HUB engineer's responsibilities include but not limited to the following:

· Ensures that HUB tasks 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

Minimum requirements for the candidate:

· Bachelor degree or above

· Proficient with English. Any other language 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

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.

The HUB engineer's responsibilities include but not limited to the following:

· Ensures that HUB tasks 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