We have one charter within the Oracle RightNow Customer Care team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible.
As part of the Oracle RightNow Customer Care team, we support nearly 2000 global customers who serve more than 8 million users per day on our RightNow CX Suite - a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences. Our approach to providing customer care is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution. We are a global organization with US Support Centers in Bozeman, MT, San Mateo, CA, and Boulder, CO as well as International Support Centers in London, Amsterdam, Tokyo, and Sydney. If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!
To work with one or more senior Service Delivery Management Consultant on medium to large accounts, or work on a small accounts. Working with a more senior Service Delivery Management Consultant, or on smaller accounts when working alone, to maximize the customers’ use of Support Services, to support a drive for a high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.
To assist others in representing the customer as a single point of contact within Oracle*s medium or larger accounts. To support those charded with managing the contract, or delivering the engagement as defined by Oracle Service Support (OSS). Aid the development, and maintainance, of the relationships with more senior management consultants across lines of business and third parties. Help in the planning and deployment of Support activities to ensure effective delivery within agreed budgetary constraints Assist in the renewal of Support contracts, and contribute to pre-sales activities. When responsible for a smaller account to Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Duties and tasks are standard with some variation; displays understanding of roles, processes and procedures. Performs moderately complex problem solving with assistance and guidance in understanding and applying company policies and processes. BS degree or equivalent experience relevant to functional area.
Oracle - 19 months ago