Customer Service Specialist
Responsibilities
Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means.
-Resolves customer technical and/or non-technical inquiries across a variety of systems or products to ensure customer requests are handled appropriately and in a timely manner.
-Resolves pending and current customer incidents, associated customer communication, activities, and any appropriate escalation for a wide range of Oracle products and services. Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s), as directed.
-Leverages routine understanding of fix delivery and product certification to research, re-create, and test novel technical issues for assigned product area(s) reported by customers to identify a resolution, with minimal guidance.
-Identifies recurring trends, recognizing opportunities for product enhancements, and documenting and elevating for relevant resolver groups.
-Escalates novel technical issues to appropriate support team for resolution, and follows up with customer on service request to communicate resolution and ensure all issues are resolved.
Technical Support and Solution Delivery-Technical Support Documentation:
-Updates service request documentation, independently.
-Creates and reviews Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-Develops a deep understanding of Oracle's support structure, assigned Oracle product ecosystem(s), and customer environment(s).
-Collaborates with internal support teams on business problems or improvement opportunities.
-Participates in quality assurance review of customer impacting tools.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-Participates in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events.
-Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.
Performance Monitoring and Management-Performance Monitoring and Management:
-Reviews own support service performance metrics, independently.
Additional Responsibilities (as needed)
Service Translation:
-Provides translation services for technical and non-technical inquiries for a number products and services, guiding less experienced peers.
Core Responsibilities
Planning & Execution:
-Completes moderately complex and/or ambiguous assigned tasks in accordance with project requirements. Shifts priorities and resources according to team needs, with some direction.
Collaboration & Partnership:
-Collaborates with team to deliver impactful work and provide support for team objectives. Leverages understanding of business, stakeholder, and/or customer needs to build partnerships within immediate and related teams.
Problem Solving:
-Follows procedures to identify and resolve moderately complex or non-routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot errors, and helps team address routine issues.
Continuous Learning:
-Actively seeks to build new knowledge and learn new skills and/or tools in one's area of specialization and relevant domains. Listens to, addresses, and seeks feedback, and role models proactively pursuing training to improve performance.
Continuous Improvement:
-Recommends ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.
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