Oracle
From Oracle's careers page
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Serves as a point of contact for customers, fielding inquiries via phone or electronic channels.
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Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving moderately complex issues encountered with assigned Oracle product(s). Prepares and conducts training for new product releases and/or functionality updates to existing products. Partners with internal teams to report and contribute to the resolution of non-routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and creates Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues. Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues. Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and recommends enhancements to existing support processes, workflows, guidelines, and best practices. Begins to collaborate with management to contribute to product, process, and customer experience improvement initiatives.
Core Responsibilities Planning & Execution: Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency. Collaboration & Partnership: Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others. Problem Solving: Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices. Continuous Learning: Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools, and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members. Continuous Improvement: Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.