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!
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.
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). 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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., 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.).
Oracle - 19 months ago