Customer Service Coordinator

About the Role

• Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means.
• Resolves customer technical and/or non-technical inquiries for several systems or products to ensure customer requests are handled appropriately and in a timely manner.
• Facilitates resolution of customer incidents, associated customer communication, activities, and any appropriate escalation for an expanded set of Oracle products and services.

Key Responsibilities

• Follows established protocols and uses Knowledge Base to address known issues, as directed.
• Leverages basic 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 some guidance.
• Identifies basic recurring trends, 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.
• Updates service request documentation with guidance.
• Builds awareness of Oracle's support structure, assigned Oracle product ecosystem, and customer environment.
• Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance.
• Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.
• Monitors own support service performance metrics, with some guidance.
• Completes assigned tasks in accordance with project requirements with minimal instructions.
• Shifts priorities and resources according to team needs, with some direction.
• Works with team members to better understand expectations and help achieve team objectives with some guidance.
• Applies fundamental understanding of business and/or stakeholder needs to provide support to team.
• Follows standard procedures to identify and resolve routine issues, escalating as needed.
• Collects and reviews data and/or information to troubleshoot routine errors, with moderate guidance.
• Builds knowledge and learns new skills and/or tools aligned with area of specialization as directed.
• Incorporates feedback and pursues new training opportunities to improve skills.
• Works with team to identify ways to increase efficiency and effectiveness of standard and some non-standard processes, protocols, and workflows.

Additional Responsibilities (as needed)

• Provides translation written and verbal services for technical and non-technical inquiries for products and services, with guidance.

Requirements & Tech Stack

• Oracle products and services
• Knowledge Base

Qualifications

None explicitly stated beyond the responsibilities and skills required.