Global Customer Support HUB Engineer - TURKISH

Scurta descriere a companiei

"Oracle is filled with people who, when just meeting their own internal standards of achievement, astonish other people."
- Larry Ellison, Chief Executive Officer

Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers - including 100 of the Fortune 100 - representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 110,000 global employees - including 30,000 developers working full-time on Oracle products - are critical to that success. For more information about Oracle, visit oracle.com.

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Cerinte

Minimum of 2 years customer support experience in a technical environment
Strong understanding of customer service principles
Support experience for EMEA language customers
Strong communication skills (verbal and written) – in English and one Turkish
Adapts to change easily
Ability to manage multiple tasks
Aptitude for analytical problem solving
Solution oriented
Problem solving
Planning and organizing
Self-motivation

Responsabilitati

Ensures that HUB tasks are handled during active shift
For engineers responsible for translations, provide verbal or written translations when customer requires local language support
Uses Service Request(SR) quality guidelines when updating and managing SRs
Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
Responds quickly to customer requests for escalations by using documented escalation process
Encourages customer to use English versus local language for SR resolution
Encourages customer to use customer portal versus phone
Contributes to continuous process improvement initiatives
Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer manager
Participates in special activities such as Situation Management, Ask Support and Executive Escalations as directed
Contributes to process and system development and knowledge management
Ensure all Service Requests are properly entitled for support according to current processes
Disaster Recovery (DR) support for other sites as required
Undertakes training as required by Oracle
Works to achieve required Team Key Performance Indicators

Alte informatii

Shift work required (up to 9 or 10 p.m., 2 weeks/month.