Cloud Customer Care Specialist
Brief Description : The Customer Care Specialist will provide exceptionalchat and email support to customers who have general Oracle questions orrequire information about their account.
You will translate tech-speak,billing, general and cloud application jargon into everyday, understandableterms. You will also need to leverage multiple sources of information to staycurrent on Oracle cloud processes, technology changes and events that affectcustomers.
This is a fast-paced, performance-based environment where chats andemails are monitored, recorded and assessed.
Detailed Description : As a member of the Customer Care organization, yourfocus is to deliver post-sales support and solutions to the Oracle customerbase while serving as an advocate for customer needs.
This involves resolvingpost-sales non-technical customer inquiries via chat and electronic means. Aprimary point of contact for customers, you are responsible for maintainingcustomer relationships and providing assistance to internal Oracle employees ondiverse customer situations and escalating issues as needed to internalresources.
You will work with other Customer Care Managers to help clientsrealize the full value of their investment in Oracle solutions to ensure theycontinually renew their SaaS / Cloud services contract with Oracle.
Responsibilities include :
Including butnot limited to implementation / integration services, education services,provisioning / cloud operations, billing / collections, and contracting / dealmanagement.
Resolution is primarilyprovided in real time with follow up for more complex matters.
Job Requirements :
Detailed Description and Job Requirements
As 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.
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 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 little direction from 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.
This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings.
In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment.
You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.
This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).