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Customer Service Admin Support A4

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Oracle

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You should possess relevant skills for an IC0 career level in customer service admin support. Strong communication and organizational abilities are essential.
  • You will configure service requests, assess scopes, test workflows, provide customer support, analyze software issues, and educate new clients on Oracle's offerings in a semi-routine environment.

Requirements

  • Career Level - IC0

Responsibilities

  • This role is responsible for performing solution-related service request configuration for application maintenance.
  • This person will perform scope assessment by gathering information and using application tools for configuring the system including large-scale configurations with efficiency tools.
  • They will apply and execute the change management processes, communicate and shadow end users, and test workflows for accuracy of configuration.
  • They will also perform consultation on solution best practices and standards of build across multiple solutions by collaborating with other analysts.
  • This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements.
  • If the service level requirements are not met, we will pay a portion of the revenue back to the client and additionally be at risk of the client being able to opt out of the contract, resulting in reduced revenue.
  • In this role, you will provide guidance and real-time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, support entitlements and validation, electronic support troubleshooting, and product availability.
  • Handle open service requests that are dispatched, implement fixes, analyze the software problem, and write case notes in the tracking system.
  • Work is semi-routine in nature.
  • Support may be delivered via electronic channels (web, e-mail, etc.) or phone.
  • The position may work in a call center environment as needed.
  • Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole.
  • You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

FAQs

What is the primary responsibility of the Customer Service Admin Support A4 role?

The primary responsibility is to perform solution-related service request configuration for application maintenance, including large-scale configurations and applying change management processes.

What kind of issues will I be resolving in this role?

You will be resolving a wide range of technical and non-technical customer issues, including product compatibility and configuration, support entitlements and validation, and electronic support troubleshooting.

Will I be working directly with customers?

Yes, this role is client-facing and you will be the point of contact for new customers, introducing and educating them about Oracle.

What kind of environment can I expect to work in?

You may work in a call center environment as needed, and support may be delivered via electronic channels such as web and email or through phone calls.

What happens if service level requirements are not met?

If service level requirements are not met, we will pay a portion of the revenue back to the client and may risk the client opting out of the contract, which can result in reduced revenue.

What level of experience is required for this position?

This position is classified as Career Level - IC0, indicating that it's suitable for individuals at the entry or initial career level.

Will I have the opportunity to learn about specific product areas?

Yes, you will have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

How will I document my work in this role?

You will write case notes in the tracking system as you handle open service requests and analyze software problems.

What tools will I use for system configuration?

You will use application tools for configuring systems, including efficiency tools that assist with large-scale configurations.

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Oracle

Information Technology & Services

Technology
Industry
10,001+
Employees
1977
Founded Year

Mission & Purpose

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient. The work we do is not only transforming the world of business--it's helping defend governments, and advance scientific and medical research. From nonprofits to companies of all sizes, millions of people use our tools to streamline supply chains, make HR more human, quickly pivot to a new financial plan, and connect data and people around the world. At work, we embrace diversity, encourage personal and professional growth, and celebrate a global team of passionate people developing innovative technologies that help people and companies tackle real-world problems head-on.