The role of Global Customer HUB Engineer is to receive incoming calls for assistance, manage service requests or tickets, monitor specific queues, provide assistance to customers, perform translations in accordance with service standards, and conduct other administrative work.

 

The HUB support engineer will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers.

 

Responsibilities:

 

The HUB support engineer's responsibilities include but not limited to the following:

• Ensures that HUB tasks are handled during active shift

• Ensure the administrative work are handled during active shift

• For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support

• Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues

• Uses SR quality guidelines when updating and managing SRs

• Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary

• Responds quickly to customer requests for escalations by using documented escalation process

• Encourages customers to use English versus local language for SR resolution

• Encourages customers to use customer portal versus phone

• Contributes to continuous process improvement initiatives

• Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager

• Contributes to process and system development and knowledge management