Job Description
As a member of the Support organization, your focus is to deliver post-sales services 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 during service implementation and setup, 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.
Required Skills
* Degree in a relevant discipline or equivalent experience
* At least 10 years' experience in a senior technical project manager role and strong background within an IT support organization
* Experience with Project Management methodologies and tools
* Experience working with Network concepts and network devices such as Firewalls and Routers
* Experience implementing Linux environments, Virtualization, Public and Private Clouds, and Monitoring tools on-site or in the cloud
* Expertise in one or more Oracle products is desirable
* Expertise in Cloud based services is desirable
* Excellent written, verbal and presentation communication skills in English
* Proven ability to work with English speaking customers
* Excellent computer skills (spreadsheet, documents, presentations)
* Proven ability to work with Fortune 100 customers in pressured or escalation situations
* Excellent interpersonal skills and a collaborative working style
* Maintain and develop own technical skills
* Maintain high levels of customer satisfaction
* Internal Subject Matter Expert
* Persuasive with details and facts
Responsibilities
* Expected to be an expert member of the troubleshooting / avoidance team and have highly developed skills in solving extremely complex (often previously unknown) and critical customer issues.
* Work with very limited guidance from management, reporting on customer status and technical issues regularly.
* Provide expert technical advice to Oracle customers and employees.
Nice to Have
* Certified in PMP, Prince2, Agile, Scrum or similar.
Career Level
IC4
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. We value diverse perspectives and backgrounds, fostering an inclusive workforce. We offer global opportunities with a focus on work-life balance and comprehensive benefits. We are committed to including people with disabilities and providing accessibility accommodations.
Disclaimer: Oracle is an Equal Employment Opportunity Employer.
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