Trabajo.ORG

Global Customer Hub Engineer

2週間前

Tokyo Oracle Regular Employee

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 Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Responsibilities:

The HUB support engineer's responsibilities include but not limited to the following:

Ensures that HUB tasks are handled during active shift

Ensure the administrative work are handled during active shift

For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support

Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues

Uses SR quality guidelines when updating and managing SRs

Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary

Responds quickly to customer requests for escalations by using documented escalation process

Encourages customers to use English versus local language for SR resolution

Encourages customers to use customer portal versus phone

Contributes to continuous process improvement initiatives

Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager

Contributes to process and system development and knowledge management

Education and Experience Required:

Minimum requirements for the candidate:

Bachelor degree or above

Proficient with Japanese and English. Good Korean or Mandarin language skill will be a plus.

At least one year customer support experience, Call Center experience is preferred

Attentive to details and accuracy

SKILLSET

Essential

Strong and confident communicator

Excellent telephone manner

Ability to write clear and concise email responses

Customer focused and excellent customer care skills

Competent user of Microsoft Office applications

Excellent problem solving skills

Good attention to detail

Proactive attitude

Career Level - IC1

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.