Partner Assistance Specialist - French/Spanish

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

QUALIFICATIONS:

Advanced level of English and French/Spanish is essential
Multitasking
Team player
Good communication skills
Customer focus
Adapting to change
Time management
Good planning and organizational skills
Bachelors Degree or final year of study
Customer Service experience

The primary role of the Partner Assistance Specialist is to assist Oracle Partners in accelerating the Oracle Cloud Growth within the Oracle Partner program, by helping them move faster to the next stage of their Partner lifecycle with Oracle.

RESPONSIBILITIES:

Identify partner facing breakdowns in the internal processes related to the Oracle Partner Network; afterwards, recommend corrective actions and help partners move faster to the next stage in their lifecycle within the Oracle Partner Network


Be there when Oracle partners need the 1:1 interaction, for a complete partner experience (digital and human)
Help partners upgrade to the New Oracle Partner Program OPN 2020 by replying to their questions fast and efficient
Handle inbound queries from existing Oracle partners via a single global generic account, in a 24/5 Follow The Sun model and with a 4h SLA
Understand the Partner desired outcome and perform basic troubleshooting (as defined by internal regulations)
Provide solution for the Partner simple inquiry and close or gather more details, engage appropriate team to resolve (if needed) and escalate to direct manager if inquiry resolution takes more than 48 hrs.
Provide time to resolution to Partner for each inquiry, if available and assist partner until full resolution and close
Ensure a Partner satisfaction survey > 90%for each solved inquiry, through Process & Troubleshooting knowledge, by taking full ownership, courtesy, customer orientation and needed language skills


OTHER RESPONSIBILITIES:

Proactively handle multiple tasks, ensuring high service level of service to the Oracle partners
Continuously undertake training to ensure understanding of the Oracle Partner Program and related processes
Take responsibility for personal career development within the company
Timely respond to other activities requested by the management team, early or late working shifts might be required