Oracle Customer Service Analyst 2-Support in Beijing, China
Customer Service Analyst 2-Support
role of the
Installation Coordinator is to own and manage installation service for
JAPAC systems products and will be responsible to support JAPAN &
part of GC. This includes managing Service Requests, create the
installation tasks, monitor the installation queues and coordinate the
scheduling the installations directly with the customer and the field
Coordinator acts as the coordinating point for the customer point of contact
and the local field delivery resource with the planning and tracking of the
Takes ownership of Installation ServiceRequests and creates install tasks for field delivery
Responds to customer inquiries related to theinstallation Service Request, from both external and internal customers
Monitors the installation work queues
Works with the customer and the Field Deliveryresource to confirm delivery of the asset at the intended customer site
Has no direct reports
ROLES AND RESPONSIBILITIES
Ensures installation Service Requests arehandled during active shift
Takes ownership and remotely manages theinstallation delivery of the customer’s hardware installation order
Follows the Installation Process for differentproducts sets
Uses Service Request quality guidelines whenupdating and managing Service Requests
Creates installation tasks for dispatchers toassign appropriate and available field delivery resources
Monitors specific queues for: unassigned, routefailures and exception SRs, routing or assigning as necessary
Responds quickly to customer requests onassigned Installation Service Requests
Need to be proficient in Japanes, Chinese & English.
Communicates effectively with the customer andOracle staff during the lifecycle of the installation both written andspeech
Contributes to continuous process improvementinitiatives
Reacts quickly and effectively to system orprocess issues by contacting responsible technical contacts or escalatingwithin and across Line of Business.
Maintains knowledge of current Oracle businessflows
Operates in line with Global Systems CustomerService business processes, procedures, metrics and SLAs
Manages Installation queues and SRs to providethe highest level of customer service within standard support guidelines
Able to use and adapt to a variety of
tool sets and processes to carry out role.
EDUCATION AND EXPERIENCE
4 year’s work experiencewithin customer support experience in a technical environment.
Excellent customer serviceskills.
Assertive and proactiveexperience when dealing with internal/external customers.
Experience and localunderstanding of location geography.
Experience of managing complexproject work – some project management experience is highly desirable.
Project managementcertification is a plus (Prince2 Or PMP)
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle 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 Oracle employees on diverse customer situations and escalated issues.
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Job Type: Regular Employee Hire
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