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.
Key Responsibilities
- Technical Support and Solution Delivery-Customer Support and Advocacy:
- Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
- Provides technical support to customers by answering technical questions, troubleshooting and resolving moderately complex issues related to assigned product(s).
- Prepares and conducts training for new product releases and/or functionality updates to existing products, providing user guidance, as needed.
- Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
- Leverages advanced understanding of problem resolution, which may include fix delivery and product certification to research, re-create, and test advanced technical issues for assigned product area(s) issues reported by customers to ensure a resolution.
- Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
- Partners with internal teams to report design, reliability, and maintenance problems or bugs, contributing to resolution of routine and non-routine issues through roll-up.
- Technical Support and Solution Delivery-Technical Support Documentation:
- Documents activities taken on service request and/or product documentation, leveraging troubleshooting guides and/or Knowledge Base articles, through resolution.
- Prepares troubleshooting guides and/or creates Knowledge Base articles for non-routine events and/or resolved issues.
- Technical Proficiency and Support Enhancement-Technical Support Collaboration:
- Maintains a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s) and broad understanding across all Oracle product ecosystems and customer environments in advanced scenarios.
- Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues.
- Contributes to and participates in cross-functional training, workshops, and collaborative projects and initiatives to support business processes and key business initiatives.
- Technical Proficiency and Support Enhancement-Technical Support Improvement:
- Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
- Identifies frequently reported issues and recommends ideas to contribute to the reduction of repetitive issues, escalating as needed.
- Identifies and recommends enhancements to existing support processes, workflows, guidelines, and best practices based on customer feedback and/or operational insights.
- Strategic Planning:
- Begins to collaborate with management to contribute to projects and initiatives for product, process, and customer experience improvements.
- Performance Monitoring and Management:
- Reviews and executes own support service performance metrics and builds awareness of team's support service performance.
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Additional Responsibilities (as needed)
- Vertical Lead:
- Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team.
- Proactively reviews cases, providing troubleshooting guidance and recommending next action items.
- Assesses product-related issues and assists in technical reviews of issue drafts.
- Conducts internal training and learning sessions focused on product, technical, and skills development.
- Acts as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date and leading release preparations for the Vertical.
- Leads discussion of case transfer and feature coordination between the Vertical and other teams or product areas.
- Participates in knowledge documentation to support repeatable, scalable, knowledge base self-services.
- Services Translation:
- Provides translation services for technical and non-technical inquiries for products and services.
- Understands more niche or technical terms and provide translation services for them.
