Oracle Technical Analyst 1-Support - Bi Lingual Spanish in Colorado Springs, Colorado

Technical Analyst 1-Support - Bi Lingual Spanish

Preferred Qualifications

Global Software Support HUB Engineer (1st Level Support) – English plus Spanish.

Other languages considered a plus: Brazilian Portuguese, French or German.

Global Customer HUB Support Preferred Qualifications

OracleGlobal Software Support provides technical and functional assistance toOracle's customers globally. Opportunities exist for SupportEngineers

in 1stlevel Global Customer Hub Support teams to provide support to ourcustomers in English and in local language. The Customer Hub engineeris responsible for duties such as translation, responding to ServiceRequests, responding to incoming phone calls, monitoring specific queuesand catching exceptions to the process.

Weare recruiting for our Customer Hub team in Support Centers in the USA.In this position you will serve local and international customers whileperforming Hub duties and ensure that all Oracle methodologies areapplied.

RESPONSIBILITIES:

• Ensure that Hub tasks are handled during active shift

• Provides verbal or written translations when customer requires language support

• Resolves assigned Service Requests related to our Internet portals

•Uses Service Request quality guidelines when placing entries in SRsMonitors queues to respond to incorrectly routed or unassigned customerrequests

• Monitors translation queues to make sure translations occur in a timely manner

• Responds quickly to customer requests for escalations by contacting the owning engineer’s manager

• Reports to a USA Customer Hub Manager

• Important: Availability to work off hours, alternative shifts and weekends in a rotational basis

ACCOUNTABILITIES:

• Takes ownership and coordinates resolution of customer’s service requests

•Maintains knowledge of current Oracle business flows Operate in linewith Customer Service Hub business processes and procedures

•Provides the best possible translation for both customer and internalSupport engineer – using collaboration methods as necessary

• Manages queue and SRs to provide the highest level of customer service within standard support guidelines

QUALIFICATIONS:

• Excellent communication skills

• Ability to manage multiple priorities with leadership skills

• Can address issues among multiple parties within the organization

• Personal drive Customer Focus Team-working

Excellent verbal and written skills in English as well as in Spanish .

• At least 4 years work experience

• Knowledge of any software products (database, application) would be considered an advantage

• Proven experience in translations is not necessary but would be considered an advantage

• Proven experience in customer service is not necessary but would be considered an advantage

• ITIL Certification is considered a plus

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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.

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 Oracle products. Your primary task will be to provide level one support to customers who contact the Oracle 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 Oracle, 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, Oracle, etc.).

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Job: Support

Location: US-UT,Utah-Lehi

Other Locations: US-FL,Florida-Orlando, US-CO,Colorado-Colorado Springs

Job Type: Regular Employee Hire

Organization: Oracle