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Oracle Technical Analyst 1-Support in Guadalajara/Zapopan, Mexico

Technical Analyst 1-Support

Preferred Qualifications

Qualifications

Oracle

Global Software Support provides technical and functional assistance to

Oracle's customers globally. Opportunities exist for Support

Engineers in 1st level GCH support teams to provide support to our

customers in English and in local language as required. The GCH engineer

is responsible for duties such as translation, responding to Service Requests,

responding to incoming phone calls, monitoring specific queues and catching

exceptions to the process.

We

are recruiting for our Customer Hub team in our Support Center in Guadalajara,

Mexico. In this position, you will serve local and international customers

while performing Hub duties and ensure that all Oracle methodologies are

applied.

RESPONSIBILITIES:

  • Ensure that Hub tasks are handled professionally and efficiently

  • 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 SRs

  • Monitors queues to respond to

incorrectly routed or unassigned customer requests

*

  • Monitors translation queues to make

sure translations occur in a timely manner

  • Responds quickly to customer requests for escalations by following documented

process

  • Reports to a USA, India, Mexico or Costa Rica based Manager

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

rotational basis

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 and Spanish

  • Bachelor’s degree

  • 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

  • Knowledge of Portuguese would be considered a plus

Knowledge

of business process like Requisition to Pay, Hire to Retire, Supply Chain, Order

to Cash, R2R etc, Customer Experience/CRM will be an added plus

Oracle is an Equal Employment Opportunity Employer. All qualified applicantswill receive consideration for employment without regard to race, color,religion, sex, national origin, sexual orientation, gender identity, disabilityand 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 & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

Job: Support

Location: MX-MX,Mexico-Guadalajara/Zapopan

Job Type: Regular Employee Hire

Organization: Oracle

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