Client Service Representative

Job description

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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Desired profile

Overview:

Our Client Service Representatives provide the first line of support for our existing clients. Interaction with clients is over the phone and through e-mail. Our Client Services Representatives collaborate with other team members to resolve client needs. Along with these responsibilities, other duties such as assisting with training and other special projects will be assigned based on interest and initiative shown.

Responsibilities:

· Respond to calls and emails from clients, and work with customers to fully understand, troubleshoot, and resolve their needs

· Track client calls in the system

· Report issues using a ticketing system

· Lead web-based training for new users

· Assist with developing instructional content for training and training preparations for new hires

· Escalate tickets as necessary to developers and integration consultants

· Testing new processes for functionalities on solutions

Experience/Education

· Associates degree; Bachelor's degree preferred

· Approximately 2-3 years customer service or call center experience

· Strong writing and communication skills

· Highly committed, flexible, productive and team-oriented

· CRM software experience preferred, but not required

· Ability to operate in a fast-paced environment with other project opportunity and priorities

· High level comfort of answering phones and emails