职位详情

Position Title: Global Customer HUB Customer Support Engineer(Multilingual) 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 engineer's responsibilities include but not limited to the following: Ensures that HUB tasks are handled during active shiftFor engineers responsible for translations, provide verbal and/or written translations when customer requires local language supportUses required systems to research/troubleshoot customer entitlement and My Oracle Support issuesUses SR quality guidelines when updating and managing SRsMonitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessaryResponds quickly to customer requests for escalations by using documented escalation processEncourages customers to use English versus local language for SR resolutionEncourages customers to use customer portal versus phoneContributes to continuous process improvement initiativesReacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB managerContributes to process and system development and knowledge management Education and Experience Required: Minimum requirements for the candidate Bachelor degree or aboveProficient with Japanese and EnglishAt least one year customer support experience, Call Center experience is preferredAttentive to details and accuracy SKILLSET Essential Strong and confident communicatorExcellent telephone mannerAbility to write clear and concise email responses Customer focused and excellent customer care skillsCompetent user of Microsoft Office applicationsExcellent problem solving skillsGood attention to detailProactive attitude