Job expirat
Oracle Support provides technical and functional assistance to Oracle's customers globally. Opportunities exist for Support Engineers in 1st level HUB Support teams providing local language and phone support to our customers. The HUB engineer is responsible for duties such as translation, responding to Service Requests, responding to incoming phone calls, monitoring specific queues and catching exceptions to the process. The HUB engineer is the first and last line of communication within support.
We are recruiting for a Team Lead position for our HUB team in Romania. This leadership position will include serving as a team lead for the local team, planning and tracking support activities, monitoring resource utilization, performing HUB duties and ensure that all Oracle methodologies are applied.
RESPONSIBILITIES:
-Plans and tracks support activities for the assigned team;
-Responsible to ensure that HUB tasks are handled during active shift;
- Monitors resource utilization;
-Provides verbal or written translates when customer requires local language support;
-Uses Service Request quality guidelines when placing entries in SRs;
- Monitors queues to respond to incorrectly routed or unassigned customer requests;
-Monitors translation queues to make sure translations occur in a timely manner;
-Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager;
- Reports to a regional Team Lead or Manager.
ACCOUNTABILITIES:
- Point of contact for local HUB team;
-Coordinates resources and HUB related activities among the local team;
- Takes ownership and coordinates resolution of customer’s service requests in local language;
-Maintain knowledge of current Oracle business flows and takes care that team resources act in the same way;
-Operate in line with Customer Service HUB business processes and procedures;
-Provides the best possible translation for both customer and GRID engineer – using collaboration methods as necessary;
-Manages queue and SRs to provide the highest level of customer service within standard support guidelines.
-Excellent communication skills;
- Ability to manage multiple priorities and coordinate activities among members of a team;
- Can address issues among multiple parties within the organization;
- Personal drive;
- Customer Focus;
- Team-working;
- Excellent verbal and written skills in local language as well as English;
- Very good verbal and written skills in any other other language such as French and/or German are welcome;
- At least 4 years work experience plus knowledge of any software products (database, application);
- Proven experience in an application software environment working with Oracle Applications and/or Oracle Server Technologies is not necessary but would be considered an advantage;
- Experience in any kind of supervisor role would be considered as an advantage but is not required.
This job will require flexible work hours or 2nd shift work hours.
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\'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.
