|Job Title||Technical Analyst 1-support Job Openings Hyderabad, Telangana Oracle|
|Pub Date||30+ days ago|
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The role of Global Customer HUB (HUB) 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.
The HUB engineer will establish relationships with other departments within to resolve problems and transfer knowledge to both internal and external customers.
The HUB 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 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
Minimum requirements for the candidate:
Bachelor degree or above
Proficient with English
At least one year customer support experience, Call Center experience is preferred
Attentive to details and accuracy
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the 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 employees on diverse customer situations and escalated issues.
As an Associate Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of products. Your primary task will be to provide level one support to customers who contact the Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at , a technical degree is preferred i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, , etc.).
As one of the leading company in India, Oracle opens variety of opportunities for employees to grow and make them as future leaders of the professional and disciplined. Oracle also gives a dynamic work environment in order to encourage employees to contribute optimally, and at the same time is able to work up new skills and knowledge through the company programs.
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