The role of Global Customer HUB (HUB) Support Engineer is to receive incoming calls for assistance, manage service requests, monitor specific queues, provide assistance to customers and perform translations in accordance with service standards and perform other administrative work
The HUB support engineer will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers.
Working hours will be determined by a shift pattern, Work shift might be adjusted if 24*7 support is required for business needs.
Responsibilities:
The HUB support engineer's responsibilities include but not limited to the following:
Ensures that HUB tasks are handled during active shift
For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support
Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues
Uses SR quality guidelines when updating and managing SRs
Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
Responds quickly to customer requests for escalations by using documented escalation process
Encourages customers to use English versus local language for SR resolution
Encourages customers to use customer portal versus phone
Contributes to continuous process improvement initiatives
Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager
Contributes to process and system development and knowledge management
Requirements
Minimum requirements for the candidate:
Bachelor degree or above
Proficient with English. Any other language will be a plus
At least one year customer support experience, Call Center experience is preferred
Attentive to details and accuracy
SKILLSET
Essential
Strong and confident communicator
Excellent telephone manner
Ability to write clear and concise email responses
Customer focused and excellent customer care skills
Competent user of Microsoft Office applications
Excellent problem solving skills
Good attention to detail
Proactive attitude