About The Role

Independently serves as the point of contact for a wide range of products and services, fielding inquiries via phone or electronic means. Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s), as needed. Creates, reviews, and/or publishes Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors. Contributes to quality assurance review of customer impacting tools. Assists in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events. Reviews and analyzes own support service performance metrics.

Key Responsibilities

Technical Support and Solution Delivery-Customer Support and Advocacy

-Independently serves as the 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 all systems or products in their respective specializations 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 across Oracle products and services all in their respective specializations, coaching or mentoring others.

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 needed.

-Leverages advanced 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.

-Provides input on identifying recurring trends and product enhancements opportunities, and engages with the 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

-Maintains and updates service request documentation.
-Creates, reviews, and/or publishes Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors.

Technical Proficiency and Support Enhancement-Technical Support Collaboration

-Maintains a broad understanding of Oracle's support structure across all product ecosystems and customer environment within a specialized product area.
-Collaborates with internal support teams on business problems or improvement opportunities.
-Contributes to quality assurance review of customer impacting tools.

Technical Proficiency and Support Enhancement-Technical Support Improvement

-Assists 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 and analyzes own support service performance metrics.
Additional Responsibilities (as needed)

Service Translation

-Provides translation services for technical and non-technical inquiries for a number of products and services, acting as a resource or escalation point for less experienced peers.

Core Responsibilities

Planning & Execution

-Completes complex and/or ambiguous tasks in accordance with project requirements, with limited instructions. Provides guidance to team members on shifting priorities and resources according to team needs.

Collaboration & Partnership

-Collaborates across teams to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team.

Problem Solving

-Develops and shares procedures to identify and resolve routine or non-routine issues, serving as an escalation point for the team. Collects and reviews data and/or information to troubleshoot complex errors.

Continuous Learning

-Embraces continuous learning by actively seeking to build knowledge and learning new skills and/or tools and staying current with trends and best practices in one's field. Seeks out and leverages feedback and advanced training to improve skills.

Continuous Improvement

-Recommends, implements, and shares improvements to improve the efficiency and effectiveness of complex processes, protocols, and workflows.
Career Level - OP4