A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle Customer Success Services. The expertise center delivers service management functions non-technical Incident Management (Service Request Management), Escalation Management and customer service support to Oracle top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

Responsibilities

Provide customer-dedicated service and incident management support  Act as an escalation point for urgent issues Stand as customer advocate and work in partnership with Account Managers to make sure customers receive the right level of attention and support from Oracle resolver groups Enable and expedite the resolution of functionality/performance issues reported by customers, by proactively and reactively tracking customers’ accounts and raising the necessary awareness with the appropriate troubleshooting teams Understand customer concerns, issues and impact, follow-up on the open incidents and ensure their progress with Oracle engineering teams, while communicating with the customer and Project Manager to share progress and contain concerns Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution Join conference calls with Oracle teams or the customer, on demand, to discuss critical issues, establish action plans and share status updates on incidents Ensure traceability of results by using reporting tools to demonstrate progress Prepare the deliverables required by each customer/account manager and send them on the agreed schedule and frequency Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the project 

Requirements

University Degree English proficiency is a must (both written and spoken production) Customer service/support background in IT environment and ITSM savvy preferred Incident, escalation or problem management experience represents a plus  Understanding of ITIL framework and Service Delivery process knowledge would be an extra advantage (experience with ITIL v3/ ITIL 4 – general management and service management practices)

Skills and Competencies

Self-driven, unwavering and committed to growth Strong communication and persuasion skills Customer, process and results oriented Analytical and organized Able to maintain sustained focus and deliver prompt response to incidents Resourceful and creative, capable to adapt and find the best approach for any situation Able to work both within a multicultural team, as well as independently Excellent collaboration skills and team work attitude Demonstrate attention to details and perseverance Committed to delivering value and high performance

Career Level - IC3