.Job Responsibilities:Responds to all incoming calls, from both external and internal customersTranslates Service Requests (SRs) within language scopeMonitors work queues for exceptions, new SRs and transfersReports to a regional Global Customer HUB managerWorks with GRID engineers, managers and other internal resources to facilitate the resolution of customer issuesResolves assigned SRsAccountabilities:Takes ownership and coordinates resolution of customer's service requests in local languageMaintains knowledge of current Oracle business flows and ensures that team resources act in the same wayOperates in line with Customer Service HUB business processes and proceduresProvides the best possible translation for both customer and GRID engineer using collaboration methods as necessaryManages queue and SRs to provide the highest level of customer service within standard support guidelinesDemonstrates strong communication skills (verbal and written)Adapts to change easilyManages multiple tasks effectivelyExhibits aptitude for analytical problem solvingIs solution-orientedEnsures quality in service deliveryEngages in problem solvingDemonstrates planning and organizing skillsExhibits self-motivationWorks effectively in a team environmentInfluences and negotiates effectivelyCollaborates with global teamsPreferred Qualifications:1 to 6+ years of work experience with a minimum of 2 years in customer support for IC1 and above.Strong understanding of customer service principlesLanguage Skills: Full proficiency in English plus Spanish. Additional languages such as Korean, Japanese, French, or Portuguese are a plus.Additional Information: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.As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction or supervision. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is generally provided in real-time with research and follow-up for more complex matters
