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hace 4 semanas
Great problem-solving skills, with a strong bias for quality and engineering excellence at scale. Not only must you able to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints, but able to handle with utmost professionalism without compromising customers’ satisfaction.
- Must have strong customer-centricity mindset and the passion to work in Service Support line of business including to provide preventive support and proactive advice.
- Excellent interpersonal communication and written skills in English is a must.
- Able to work with mínimal supervision, self-motivated, self-directed and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone.
- Requires discretion and independent judgment in a dynamic environment to anticipate and assess ambiguous situations especially when dealing with customers.
- BE/ME in Computer Science, Engineering, related field or equivalent.
- Communicate with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in OMC Eloqua.
- Manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
- Educate and walk the customer through the problem-solving process.
- Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups (e.g. Operation, Cloud Operations, GNC, Deliverability, Problem Management, Development, Escalation team, TAM & CSM) as needed to resolve customer issues.
- Research and study on Eloqua features, keep abreast of new releases and functionalities or related technologies to maintain product expertise.
Write technical articles on Eloqua product for the Knowledge Management.
LI-DL1
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