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Oracle Customer Service Analyst 2-Support in Beijing, China

Customer Service Analyst 2-Support

Preferred Qualifications



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


The Installation

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

hardware installation.

  • 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


  • 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.


  • 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: Support

Location: CN-CN,China-Beijing

Job Type: Regular Employee Hire

Organization: Oracle