Key role:

The primary focus of the Global Customer Service engineer is to deliver proactive and reactive technical support to customers through online & telephone. From a remote location, responsible for resolution, guiding, assisting, advising customers to resolve their critical issues, and preventing issues through online service & telecommunication. Can be focal point for some critical issues and works with customer “end to end” throughout engagement

Duties:

· Delivers proactive or reactive customer services defined in GCS service offerings

· Serves in technical role for prevention, detection, identification and resolution of Oracle product-related issues through online & telecommunication

· Gets involved in any escalated SR that might impact customer’s environment

· Assists customers to resolve issues and interface with BDE(Bug, Diagnosis and Escalation), development and upper management if necessary

· Continues to develop extensive technical knowledge of Oracle products and their uses and share it through Oracle Knowledge Management System.

· Effectively and accurately communicates complex, technical topics to customers

· Works with members of global team on a regular basis to achieve team results