Looking for a bilingual English-Japanese customer service analyst ready for a new challenge in a fast-paced environment with these skills: translations (English/Japanese), strong customer service, problem-solving, communication, time management, and willingness to learn and work non-standard shifts.
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 little direction from 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. This position may provide you an opportunity to be “proactively responsible” for support for our top revenue and strategic customers. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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. Range and benefit information Colorado Pay Range: from $19.71 to $40.38 per hour from $41,000 to $84,000 per annum eligible for equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. Flexible paid time off (unlimited or accrued vacation and sick leave) 9. Paid parental leave 10. Employee Stock Purchase Plan 11. Adoption assistance 12. Financial planning and group legal 13. Voluntary benefits including auto, homeowner and pet insurance
Career Level – IC2
Responsibilities
Identify, develop and execute an individual development plan with management assistance.
+ Participate in team meetings and training sessions as well as seek out knowledge sharing within the team.
+ Manage all severity and some escalated issues within guidelines; Accountable in representing customer expectations and communicating to proper internal resources.
+ Utilize automated technology and instrumentation to diagnose, document, and resolve customer issues.
+ Engage in connected sessions with customers as necessary to work/resolve customer situations.
+ Promote, train, and instruct customers on the use of Oracle tools and processes.
+ Work with senior level engineers to identify, log and work bug related issues with Development.
+ Create/modify/review just-in-time articles within knowledge management tools.
+ Network across teams within your competency to gain visibility within the organization.
+ Participate in the system administration and maintenance of support workstations.
+ Take action when observing internal system issues by engaging appropriate resources.
+ Provide highest level of customer service by taking ownership of the issue and holding yourself accountable for the service provided.
+ Able to work non-standard shifts such as 4×10, early and late shifts, including weekends and holidays.
As a Support Engineer, you will:
+ Be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products.
+ Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
+ You must be able to work with general guidance from senior support engineers and management and, in some areas, may work independently.
+ Solutions often take time to develop through research, collaboration or problem replication.
Requirements:
+ Bilingual: English and Japanese a must; other languages such as Brazilian Portuguese or Spanish is a plus.
+ BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA . OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE , MCSE , CPA , Oracle, etc.).
+ One year prior working experience with Oracle products (or at least two years related experience without Oracle products).
+ Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Role is an IC1.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time
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