Customer Service Specialist

Key Responsibilities

• Customer Support and Advocacy:
• Serve as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means.
• Resolve customer technical and/or non-technical inquiries across a variety of systems or products to ensure customer requests are handled appropriately and in a timely manner.
• Resolve pending and current customer incidents, associated customer communication, activities, and any appropriate escalation for a wide range of Oracle products and services.
• Technical Problem-Solving and Resolution:
• Leverage established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s), as directed.
• Leverage routine 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.
• Identify recurring trends, recognizing opportunities for product enhancements, and documenting and elevating for relevant resolver groups.
• Escalate novel technical issues to appropriate support team for resolution, and follow up with customer on service request to communicate resolution and ensure all issues are resolved.
• Technical Support Documentation:
• Update service request documentation, independently.
• Create and review Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors.
• Technical Support Collaboration:
• Develop a deep understanding of Oracle's support structure, assigned Oracle product ecosystem(s), and customer environment(s).
• Collaborate with internal support teams on business problems or improvement opportunities.
• Participate in quality assurance review of customer impacting tools.
• Technical Support Improvement:
• Participate in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events.
• Begin to identify areas for process improvements and support the implementation of corrective actions defined within the product area, with some guidance.
• Performance Monitoring and Management:
• Review own support service performance metrics, independently.
• Service Translation (as needed):
• Provide translation services for technical and non-technical inquiries for a number products and services, guiding less experienced peers.

Core Responsibilities

• Planning & Execution:
• Complete moderately complex and/or ambiguous assigned tasks in accordance with project requirements.
• Shift priorities and resources according to team needs, with some direction.
• Collaboration & Partnership:
• Collaborate with team to deliver impactful work and provide support for team objectives.
• Leverage understanding of business, stakeholder, and/or customer needs to build partnerships within immediate and related teams.
• Problem Solving:
• Follow procedures to identify and resolve moderately complex or non-routine issues, escalating as needed.
• Collect and review data and/or information to troubleshoot errors, and help team address routine issues.
• Continuous Learning:
• Actively seek to build new knowledge and learn new skills and/or tools in one's area of specialization and relevant domains.
• Listen to, address, and seek feedback, and role model proactively pursuing training to improve performance.
• Continuous Improvement:
• Recommend ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.