• Global Customer HUB Customer Support Engineer Jobs in Japan - 25085000

  • ORACLE
  • Japan

Job Description:

Global Customer HUB Customer Support Engineer - 19001FQR

Preferred Qualifications

Position Title

Global Customer HUB Customer Support Engineer (Bilingual)

Summary of Position

The role of Global Customer HUB (HUB) Support Engineer is to receive incoming calls for assistance, manage service requests, monitor specific queues, provide assistance to customers and perform translations in accordance with service standards

The HUB support engineer will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers

Working hours will be determined by a shift pattern, Work shift might be adjusted if 24*7 support is required for business needs

Responsibilities

The HUB support engineers responsibilities include but not limited to the following

Ensures that HUB tasks are handled during active shift
Ensure the administrative work are handled during active shift
For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support
Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues
Uses 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 customers to use English versus local language for SR resolution
Encourages customers 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 HUB manager
Contributes to process and system development and knowledge management

Education and Experience Required

Minimum requirements for the candidate

Bachelor degree or above
Proficient with Japanese and English
At least one year customer support experience, Call Center experience is preferred
Attentive to details and accuracy

SKILLSET

Essential

Strong and confident communicator
Excellent telephone manner
Ability to write clear and concise email responses
Customer focused and excellent customer care skills
Competent user of Microsoft Office applications
Excellent problem solving skills
Good attention to detail
Proactive attitude

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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management You will also provide guidance and resolution on a wide range of technical and non-technical customer issues Resolution is primarily provided in real time with follow up for more complex matters

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures Ideal candidate would have 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 and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success

Job Support

Location JP-JP,Japan-Tokyo

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th May 2020

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