Job DescriptionAs 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.Looking for a customer service analyst ready for a new challenge in a fast-paced environment with these skills: translations (English to Spanish and/or Portuguese), strong customer service, problem-solving, communication, time management, and willingness to learn.Job Description· Identify, develop, and implement an individual development plan with management assistance.· Participate in team meetings and training sessions as well as seek out knowledge sharing within the team.· Manage all severity and some advanced issues within guidelines; Accountable for representing customer expectations and addressing proper internal resources.· Use automated technology and instrumentation to diagnose, document, and resolve customer issues.· Engage in connected sessions with customers as necessary to work/resolve customer situations.· Promote, train, and teach customers on the use of Oracle tools and processes.· Work with senior-level engineers to identify, log and work on bug-related issues with Development.· Create/modify/review just-in-time articles within knowledge management tools.· Network across teams within your competency to gain visibility within the organization.· Participate in the system administration and maintenance of support workstations.· Take action when observing internal system issues by engaging appropriate resources.· Provide the highest level of customer service by taking ownership of the issue and holding yourself accountable for the service provided.Career Level - IC1ResponsibilitiesIn 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.As a Support Engineer, you will:· Be the technical interface to customers, Original Equipment Manufacturers (OEMs), and Value-AddedResellers (VARs) for resolution of problems related to the installation, recommended maintenance, anduse of Oracle products.· Your primary task will be to provide support to customers who contact the Oracle Solution Center andmaintain a high level of customer satisfaction while meeting guidelines (mostly through electronic means).· You must be able to work with general guidance from senior support engineers and management and,in some areas, may work independently.· Solutions often take time to develop through research, collaboration, or problem replication.Requirements:· Bilingual: English and Spanish or Portuguese preferable· BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistrywith a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4years of professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).· One year prior working experience with Oracle products (or at least two years related experience withoutOracle products).· Duties and tasks are standard with some variation. Completes own role largely independently withindefined policies and procedures.Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $19.23 to $38.32 per hour; from $40,000 to $79,700 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Which includes being a United States Affirmative Action Employer
