Customer Service Admin Support A4

"**Customer Service Admin Support A4****Preferred Qualifications**Key Responsibilities* Be the first line of telephone contact for our customer base - You are the face of Oracle Support* Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear* Provide first line application support for a wide range of product or systems related service requests* Log and manage support requests in the appropriate systems in a timely manner and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines* Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group* Take ownership of SRs and monitor through to resolution - this includes SRs passed to other teams or external partners* Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress* Contribute to Knowledge by actively commenting and providing feedback on KM articles.* May perform remote on-line support via WebEx, Bomgar, VPN etc. to the customers premise based environment OR to the customers hosted (cloud) environment. Perform remote diagnostics on the application and/or database and take the appropriate corrective action* May reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve* Work towards service level resolution at first level within a timely manner or work with your manager to reassign to the appropriate resource/group or escalate* Carry out other duties as reasonably requested by your line managerPreferred Skills* Customer Focused - has the ability to empathize with customers and is able to deliver great customer service in a professional and polite manner* Strong attention to detail and accuracy* Good interpersonal skills and a team player - able to work as part of multi-disciplinary teams* Use skills and knowledge to produce excellent work that we are all proud of* Excellent verbal and written communication skills* Ability to work in shifts, during weekends and on holidays 24* 7* 365* A willingness to use self-learning tools and online documentation for self-learning as well as active participation in product related classroom trainings**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, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.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, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.**Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.****Job:** Support**Location:** US-MD,Maryland-Columbia**Job Type:** Regular Employee Hire**Organization:** Oracle"