Job expirat
Functions as the interface between Global Customer Support and Oracle LOBs, promoting support strategies and tools.
Works directly with internal and external customers with education, knowledge, tools and resources to optimize their support experience
Contributes to support programs to ensure customer success, protect and grow revenue and continuously improve the relationship between Oracle Support and our customers
Be a channel to consolidate customer and field feedback aimed at supporting the continuous improvement of GCS processes and customer-centric actions
Reports to a Customer Support Director, Senior Director or VPWorks with all relevant parties (Customer Management, GCS Delivery, Customer Care, Partner Management,¿) to ensure standard action execution
Has no direct reports
RESPONSIBILITIES:
Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully;
Develops alternative solutions;
CSM team members are expected to ¿think outside the box¿ on a regular basis to seek opportunities to enhance the overall CSM value-add to the organization;
Demonstrate a passion for change and an excitement to solve problems
Maintain a focus on responsiveness and a high level of commitment to customer services;
Promote continuous improvement by not only fixing the immediate problem, but also addressing the root cause to prevent the issue from reoccurring;
Judgment - Displays willingness to make decisions;
Exhibits sound and accurate judgment;
Makes timely decisions;
Approaches others in a tactful manner;
Reacts well under pressure;
Meets productivity standards;
Aided by EWS Toolset, monitors global situation queue for a specific set of exception thresholds on the global priority list for one or more customer segments;
Ensures that standard actions are taken by relevant parties in order to fulfill Oracle commitments on deadlines and/or appropriate service levels;
Ensures consistency and continuity of technical and customer handling.
QUALIFICATIONS:
Clear knoweldge of basic Support related policies, procedures and Operations;
Able to research such information when required;
Meets commitments;
Looks for ways to improve and promote quality of processes and products;
Demonstrates accuracy and thoroughness;
Follows policies and procedures;
Completes administrative tasks correctly and on time;
Assesses the progress of situations in specified monitoring area;
Minimize number of failures and executive escalations;
Operate within Oracle processes and procedures;
Provides feedback on failures so that overall process can be improved;
Excellent verbal and written communication skills;
Ability to work globally;
Can work independently and without continuous supervision;
Ability to work with various levels of management to ensure appropriate parties are engaged;
Strong initiative and personal drive;
Excellent planning and organizing skills;
Exercises good judgment in seeking and providing advice and counsel;
Handles stressful situations effectively;
Demonstrated ability to effectively coordinate resolution efforts for escalated issues;
Understands the business impacts of critical situations;
Understands departmental and company policies, procedures, and business practices.
BUSINESS COMPETENCIES:
Stays current with basic knowledge of the Oracle products;
Understands new technologies of Oracle and the relevance of these in the customer's environment;
Ability to drive/utilize the resources w/in Oracle to deliver solutions to customers;
Ability to resolve any issues that arise by knowing the internal processes/mechanisms and invoking the available internal resources for resolving all issues in a timely/reasonable fashion;
Problem Recognition and Resolution ;
Resources Utilization and Development;
BS/MS in Computer Science, Engineering or equivalent experience;
5 or more years of relevant experience.
Please submit your CV in English! Thank you!
Looking for a career that will let you work with the brightest minds in the industry? Want to be part of a global team that\'s changing the way the world does business? Consider Oracle Corporation. Oracle is home to 50,000 professionals in more than 100 countries.
Oracle Corporation started as a representative office in Romania in 1995, given the increase in the number of Oracle products users and also to the development of complex projects based on Oracle solutions that required local expertise. Oracle was the first big multinational software company, which opened an office in Bucharest.
The reasons for which Romania has been included as business area in the Oracle EU Enlargement Countries organization are the following:
-the fast growth the Romanian IT & C Sector
-the highly prepared specialists
-the steady economic development
In Oracle Romania you would be working pro-actively with customers and partners to exploit and optimise the capabilities of the Internet via e-business and information flow.
Oracle is teamwork orientated, which means it\'s easy here to strike up good friendships in a truly multicultural environment (employees interacting with 28 countries / 20 languages).
We are looking for ambitious professionals who are hungry for career progression and its substantial rewards: individuals who appreciate the advantages of working with people from different cultures with the same dedication to teamwork and excellence. We want candidates who possess drive, initiative, enthusiasm, and who are flexible and good team players.
In return, Oracle Romania will provide you, as a professional, with the opportunities and career progression that will shape you both personally and professionally.
