Senior Customer Service Specialist

Independently serves as the point of contact for a wide range of products and services, fielding inquiries via phone or electronic means. Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s), as needed. Creates, reviews, and/or publishes Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors. Contributes to quality assurance review of customer impacting tools. Assists in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events. Reviews and analyzes own support service performance metrics.

Responsibilities

Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-Independently serves as the point of contact for a wide range of products and services, fielding inquiries via phone or electronic means.
-Resolves customer technical and/or non-technical inquiries across all systems or products in their respective specializations to ensure customer requests are handled appropriately and in a timely manner.
-Resolves pending and current customer incidents, associated customer communication, activities, and any appropriate escalation across Oracle products and services all in their respective specializations, coaching or mentoring others.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s), as needed.
-Leverages advanced 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.
-Provides input on identifying recurring trends and product enhancements opportunities, and engages with the 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.
Technical Support and Solution Delivery-Technical Support Documentation:
-Maintains and updates service request documentation.
-Creates, reviews, and/or publishes Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-Maintains a broad understanding of Oracle's support structure across all product ecosystems and customer environment within a specialized product area.
-Collaborates with internal support teams on business problems or improvement opportunities.
-Contributes to quality assurance review of customer impacting tools.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-Assists in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events.
-Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.
Performance Monitoring and Management-Performance Monitoring and Management:
-Reviews and analyzes own support service performance metrics.

Additional Responsibilities (as needed)
Service Translation:
-Provides translation services for technical and non-technical inquiries for a number of products and services, acting as a resource or escalation point for less experienced peers.

Core Responsibilities
Planning & Execution:
-Completes complex and/or ambiguous tasks in accordance with project requirements, with limited instructions. Provides guidance to team members on shifting priorities and resources according to team needs.
Collaboration & Partnership:
-Collaborates across teams to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team.
Problem Solving:
-Develops and shares procedures to identify and resolve routine or non-routine issues, serving as an escalation point for the team. Collects and reviews data and/or information to troubleshoot complex errors.
Continuous Learning:
-Embraces continuous learning by actively seeking to build knowledge and learning new skills and/or tools and staying current with trends and best practices in one's field. Seeks out and leverages feedback and advanced training to improve skills.
Continuous Improvement:
-Recommends, implements, and shares improvements to improve the efficiency and effectiveness of complex processes, protocols, and workflows.

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $19.09 to $36.35 per hour; from: $39,700 to $75,600 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.