Job expirat
- 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
- Service request resolution in a collaborative environment with the customer
- Maintaining product expertise in assigned cluster
- Reducing escalations
- Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc.
- Contributing to Knowledge Management content creation and maintenance
- Participating in Root Cause/Corrective Action activities defined within the product area in order to further enhance the customer experience and improve the Oracle product
- 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 product area
- Ensure the timely completion of planned proactive tasks and Service Requests
- 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, implementing or developing CRM applications (ideally Service, Contracts, Field Service, Install Base or Interaction Center related) or combinations of these.
- Experience with Oracle eBusiness Suite Applications is a plus.
- Knowledge of PL/SQL or Java is an advantage
- Computer Science degree
- Good knowledge of one or more Operating Systems
- Aptitude for customer focus
- Complex problem solving skills
- Self-motivated individual who is able to handle responsibility
- Excellent communication and organisational skills
- Excellent written and spoken English is a must.
Please submit your CV in English. Thank you very much!
CAREERS WITH A GLOBAL DIMENSION
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 is 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.
