Industry Type:
IT / Software Dev
Job Detail:
- Act as first customer point of contact and observe the response SLOs
- Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
- Capture and collect customer concerns, issues and impact
- Provide customer service and incident management support, as per Service Desk delivery standards
- Act as an escalation point for critical issues, following Oracle best practices
- Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
- Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
- Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
- Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
- Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
- Confirm incidents closure to customer satisfaction and contribute to post-incident reviews
- Ensure traceability of results by using reporting tools to accurately capture delivery
- Prepare the deliverables required and send them on the agreed schedule and frequency
- Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk
Requirements
– University Degree
– English proficiency is a must (both written and spoken production)
– Customer service/support background in IT environment preferred
– Previous Incident Management / Escalation Management experience
– Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus
Skills and Competencies
– Self-driven, unwavering and committed to growth
– Strong communication and persuasion skills
– Customer, process and results oriented
– Analytical and organized
– Able to maintain sustained focus and deliver prompt response to incidents
– Resourceful and creative, capable to adapt and find the best approach for any situation
– Able to work both within a multicultural team, as well as independently
– Excellent collaboration skills and team work attitude
– Demonstrate attention to details and perseverance
– Committed to delivering value and high performance
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