Associate Technical Support Engineer Job in Hyderabad at Oracle

Oracle is hiring for the role of Associate Technical Support Engineer!

Responsibilities of the Candidate:

• Ensures that HUB tasks 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

Requirements:

• Proficient with English. Any other language will be a plus.
• At least one year customer support experience
• Attentive to details and accuracy
• 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