Customer Service Coordinator

Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means. Follows established protocols and uses Knowledge Base to address known issues, as directed. Updates service request documentation with limited guidance. Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance. Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance. Monitors own support service performance metrics, with some guidance.Key ResponsibilitiesTechnical Support and Solution Delivery-Customer Support and Advocacy:
-Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means.
-Resolves customer technical and/or non-technical inquiries for several systems or products to ensure customer requests are handled appropriately and in a timely manner.
-Facilitates resolution of customer incidents, associated customer communication, activities, and any appropriate escalation for an expanded set of Oracle products and services.

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

-Follows established protocols and uses Knowledge Base to address known issues, as directed.
-Leverages basic understanding of fix delivery and product certification to research, re-create, and test novel technical issues for assigned product area(s) reported by customers to identify a resolution, with some guidance.
-Identifies basic recurring trends, documenting and elevating for relevant resolver groups.
-Escalates novel technical issues to appropriate support team for resolution, and follows up with customer on service request to communicate resolution and ensure all issues are resolved.

Technical Support and Solution Delivery-Technical Support Documentation:

-Updates service request documentation with guidance.

Technical Proficiency and Support Enhancement-Technical Support Collaboration:

-Builds awareness of Oracle's support structure, assigned Oracle product ecosystem, and customer environment.
-Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

-Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.

Performance Monitoring and Management-Performance Monitoring and Management:

-Monitors own support service performance metrics, with some guidance.

Additional Responsibilities (as needed):Service Translation:

-Provides translation written and verbal services for technical and non-technical inquiries for products and services, with guidance.

Core ResponsibilitiesPlanning & Execution:

-Completes assigned tasks in accordance with project requirements with minimal instructions. Shifts priorities and resources according to team needs, with some direction.

Collaboration & Partnership:

-Works with team members to better understand expectations and help achieve team objectives with some guidance. Applies fundamental understanding of business and/or stakeholder needs to provide support to team.

Problem Solving:

-Follows standard procedures to identify and resolve routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot routine errors, with moderate guidance.

Continuous Learning:

-Builds knowledge and learns new skills and/or tools aligned with area of specialization as directed. Incorporates feedback and pursues new training opportunities to improve skills.

Continuous Improvement:

-Works with team to identify ways to increase efficiency and effectiveness of standard and some non-standard processes, protocols, and workflows.