GERMAN CUSTOMER HUB SUPPORT ENGINEER

Oracle Support provides technical and functional assistance to Oracle's customers globally.

Opportunities exist for Support Engineers in 1st level HUB Support teams providing German language and phone support to our customers.

The Customer HUB engineer is responsible for duties such as translation, responding to HUB SRs, responding to incoming phone calls, monitoring specific queues and catching exceptions to the process. The HUB engineer is the first and last line of communication within support.

We are recruiting for our HUB team in Romania. In this position you will serve German speaking customers while performing HUB duties and ensure that all Oracle methodologies are applied.

RESPONSIBILITIES:

- Ensure that HUB tasks are handled during active shift
- Provides verbal or written translates when customer requires German language support
- Uses Service Request quality guidelines when placing entries in SRs
- Monitors queues to respond to incorrectly routed or unassigned customer requests
- Monitors translation queues to make sure translations occur in a timely manner
- Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager
- Reports to a regional Team Lead and EMEA HUB Manager

ACCOUNTABILITIES:

- Takes ownership and coordinates resolution of customer’s service requests in German language
- Maintain knowledge of current Oracle business flows
- Operate in line with Customer Service HUB business processes and procedures
- Provides the best possible translation for both customer and GRID engineer – using collaboration methods as necessary
- Manages queue and SRs to provide the highest level of customer service within standard support guidelines.

QUALIFICATIONS:

- Excellent communication skills
- Ability to manage multiple priorities
- Can address issues among multiple parties within the organization
- Customer Focus
- Team-working
- Excellent verbal and written skills in German language as well as in English
- At least 1 year work experience plus knowledge of any software products (database, application) would be a plus
- Proven experience in an application software environment working with Oracle Applications and/or Oracle Server Technologies is not necessary but would be considered an advantage.

OTHER INFORMATION:
- This job may require flexible work hours or 2nd shift work hours

Please submit your CV in English or apply online at http://emeajobs.oracle.com. Thank you!

TO APPLY ONLINE PLEASE LOGON HERE