A&C Partner Assistance Specialist - Italian
Oracle
BUCUREŞTI, Romania
1 zi în urmă

Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.

Interacts with customers prior to and / or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint.

Focus of work can be in pre-sale or post-sale or both.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.

Duties and tasks are standard with some variation; displays understanding of roles, processes, procedures. Performs moderately complex problem solving with some assistance and guidance.

Completes own role largely independently within defined polices and processes. Failure to accomplish results may necessitate additional resources to correct. 2 years experience.

Responsibilities

Work schedule : 10AM - 7PM

The primary role of the Partner Assistance team is to assist Oracle Partners in accelerating the Oracle Cloud Growth within the Oracle Partner program, by helping them move faster to the next stage of their Partner lifecycle with Oracle as well as voice their concerns.

With the implementation of the Tiers model, we are making sure to streamline and simplify partner engagement by splitting roles and responsibilities amongst Partner Assistance representatives.

Tier 1 Partner Assistance representatives are to assist partners by providing quick and easy to follow instructions, respond to how-to questions, use templates and knowledge articles to guide partners in solving their queries even from first reply.

Tier 2 Subject Matter Experts will be handling partner specific questions pertaining to lifecycle element, perform in depth troubleshooting steps, research and resolve directly with partners including manual processing where required, answer Oracle internal training communication channels.

This role will fill in a Tier 1 Partner Assistance gap in Bucharest day shift, with the required Qualifications below :

Advanced level of English and Italian is essential

Embrace and adapt to constant change

Master complexity (in order to be able to troubleshoot complex partner inquiries)

Learning agility (ability to use past learning and apply them in a totally new situation and environment, consume available training materials and be conscious of the learning methods that best work for each)

Collaboration (key for Tier 1 to Tier 2 interaction)

RESPONSIBILITIES :

  • Identify partner facing breakdowns in the internal processes related to the Oracle Partner Network; afterwards, recommend corrective actions and help partners move faster to the next stage in their lifecycle within the Oracle Partner Network
  • Be there when Oracle partners need the 1 : 1 interaction, for a complete partner experience (digital and human)
  • Help partners embrace the Oracle Partner Program by replying to their questions fast and efficient
  • Handle inbound queries from existing Oracle partners in a 24 / 5 Follow The Sun model and with a 4h SLA
  • Understand the Partner desired outcome and perform basic troubleshooting (as defined by internal regulations) by mastering the Partner Go To Market models and specific steps that apply to each partner lifecycle
  • Provide solution for the Partner simple inquiry and close or gather more details, engage appropriate team to resolve (if needed) and escalate to direct manager if inquiry resolution takes more than 48 hrs.
  • Provide time to resolution to Partner for each inquiry, if available and assist partner until full resolution and close
  • Ensure a Partner satisfaction survey >
  • 90% for each solved inquiry, through Process & Troubleshooting knowledge, by taking full ownership, courtesy, customer orientation and needed language skills

    About Us

    Diversity and Inclusion : An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.

    Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

    In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

    Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability.

    The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.

    We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

    At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.

    We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles.

    to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work.

    It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. 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
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