Job expirat
RESPONSIBILITIES:
To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
Maintaining product expertise in assigned cluster
Reducing escalations
Working towards, adopting and contributing to new processes and tools (ODC, diagnostic methodology, health checks, scripting tools, etc.
Contributing to Knowledge Management content creation and maintenance
Participating in RC/CA activities defined within their cluster
Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
Operating within Oracle business processes and procedures
Respond and resolve customer issues within Key Performance Indicator targets
Maintain an up-to-date and in-depth knowledge of new products released in the market for the given cluster
Ensure the timely completion of planned proactive tasks and Service Requests
Record GRID activities according to standard scheduling and reporting practices
Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
QUALIFICATIONS:
The ideal candidate should have experience in using or developing CRM applications (ideally Service/Call Center related) or combinations of these.
A technical background would be an advantage but not essential.
Excellent written and spoken English is a must.
- Customer Focus
- Planning and Organizing
- Working Globally
- Team Working
- Results Orientation
- Communication
- Product Mastery
- Problem Recognition and Resolution
Please submit your CV in English. Thank you very much!
