Global Customer HUB - HSGBU Support Engineer

The HSGBU Support engineer provides dedicated support to Oracle Health Sciences Business Unit and specifically Oracle's Pharmaceutical customers globally in English and in local language. Responsible for duties such as responding to Service Requests, responding to incoming phone calls and Chats, resetting passwords and reactivating user accounts. Monitor and maintain the organization's tickets and customer requests.

 

 

Responsibilities:

• Ensure that tasks are handled during active shift
• 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
• Responds in English or local language as needed
• Contributes to continuous process improvement initiatives
• Reacts to system or process issues by contacting responsible technical contacts or reports problem to a Regional Global Customer HUB manager
• Contributes to process and system development and knowledge management

 

 

 

Accountabilities:

• Takes ownership and coordinates resolution of customer’s service requests in local language
• Maintain knowledge of current Oracle business flows and ensures that team resources act in the same way
• Operate in line with Customer Service HUB & HSGBU business processes and procedures
• Manages queue and SRs to provide the highest level of customer service within standard support guidelines

 

Personal Competencies:

• Strong communication skills (verbal and written)
• Adapts to change easily
• Ability to manage multiple tasks
• Aptitude for analytical problem solving
• Solution oriented
• Quality
• Problem solving
• Planning and organizing
• Self-motivation

 

Interpersonal Competencies:

• Customer focus
• Teamwork
• Influencing and negotiating
• Working globally

 

Preferred Qualifications:

• Bachelor’s degree
• Between 1 and 6+ years’ work experience with a minimum of 2 years customer support experience for IC1 and above.
• Strong understanding of customer service principles
• Proven experience in an application software environment working with Oracle Applications
• Language Skills: Full proficiency in English plus Spanish. Additional languages such as French considered a plus.

 

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.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.