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 Support Services. You will be a primary point of contact for customers and responsible for facilitating customer relationships and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain a high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Responsible for resolving client's issues or cases and complaints via phone and email.
Able to work with general guidance from senior support engineers and management and, in some areas, may work independently.
Assist client with functionality related questions through available documented product information.
Conduct research and testing to troubleshoot basic functionality- related issues.
Escalate complex issues to correct team for further troubleshooting.
Keep the client updated on their open Support cases based on service level targets.
Ensure that customer satisfaction is maintained at an acceptable level as defined in the Customer Support metric.
Create Knowledge Base articles on common functionality-related questions.
Enhance product knowledge by attending New Features training on assigned product area/s or skill set/s.
Learning to apply technical operational knowledge and skills in the business environment while maintaining an expected level of Customer Service.
Requires basic knowledge of the business
Standard policies, processes, and procedures are used to solve problems.
Work is mostly monitored by Senior Team Members or Team Lead
Ability to manage time spent during calls
Above average communication skills
Ability to project confidence when dealing with Customers - both internal and external
Good business communication
Possesses analytical and critical thinking skills
High level of integrity
Good knowledge of SQL, Java Script, C#, PHP, XML, and Soap, HTML
Basic understanding of web languages i.e. CSS, HTML coding,
CRM Software i.e. Siebel, SAP CRM, Oracle CRM, Microsoft
Data migration and integration mappings will be a plus
Nivel Jerárquico: Empleado
Horario: 10 a 1845 (aprox)
Estudio Mínimo Necesario: Terciario Incompleto
Edad: Desde 18 Hasta 60 Años
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