Job Summary

Come and join us! Supports CT Manager by observing activities between local service delivery unit and customer. Provides data input focusing on processes to improve service delivery.

Proactively improves customer happiness by tracking and reducing Service Request Backlog. Ensures that a reduction in the amount of Service Requests (SR's) without owners and duplications of SR's with same serial numbers are minimal.

Measure customer satisfaction results and trend periodically to ensure Control Tower goals are achieved.

Role and responsibilities

1. Reviews real-time incidents and ensures accurate prioritization and resolution.
2. Provides data analysis from Queue monitoring and Exception monitoring.
3. Enforces Entitlement process when required.
4. Acts to reduce the number of Service Requests (SR's) without owners, multiple visits, multiple parts and unsourced spare parts
5. Provides postmortem analysis from collected data from Service Requests which involved out of line situations.
6. Reduce Service Requests backlog by ensuring customers Service Level Agreements (SLA's) are met.
7. Improve 'Hardware (HW) On-site Task Closure Time' by ensuring Field Engineers (FE's) update Service Request call closure details in a timely manner.
8. Measure customer satisfaction results and trends periodically to ensure goals are achieved by reviewing VOC (Voice of the Customer) surveys, customer complaints, discrepancies and alerts.
9. Remains knowledgeable of Oracle service delivery tools, processes and standard methodologies.

Education and Experience

10. Good level grades in higher education or proven equivalent technical support services industry experience.
11. Excellent English language skills. Good oral and written communication skills (local language).
12. In-depth knowledge of service delivery and entitlement processes.
13. Spreadsheet and matrix management.
14. Has an understanding of customer satisfaction, formal targets & goals. Including voice of the customer (VOC) analysis.

Professional Skills

15. Excellent Data Analytical skills.
16. Understands CRU policies
17. Identifies ASR issues.
18. Experience in queue monitoring and blocking issue procedures.
19. Proactive in preventing customer blocking issues.

Does this sound like you? If so, we hope to meet you!

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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

https://www.oracle.com/corporate/careers/diversity-inclusion/

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.

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.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.