회사명 : 한국오라클(유)

직무: Global Customer HUB Engineer (사원-대리) Customer Service 채용

[담당업무]
포지션 소개

이 포지션은 고객으로부터 오는 전화를 응대 하고, 고객의 시스템 이슈나 장애가 무엇인지 파악해서, 해당 전문 엔지니어들에게 이슈를 전달, 처리 할 수 있도록 하는 역할입니다. 고객의 기술적인 문제를 영어로 번역해서 해외 엔지니어들에게 전달하는 경우들도 있어서, 기본적인 영어 의사 소통이 가능해야 하며, IT에 대한 용어 등을 잘 알고 있는 분이면 지원 가능합니다.

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

[지원자격]

SKILLSET:
• Strong and confident communicator
• Excellent telephone manner
• Ability to write clear and concise email responses
• Customer focused and excellent customer care skills
• Competent user of Microsoft Office applications
• Excellent problem solving skills
• Good attention to detail
• Proactive attitude

Job Requirements
Minimum requirements for the candidate:
• Bachelor degree or above (4년제 전산학과 및 IT 관련학과 우대)
• Proficient with Korean and English. Good Japanese or Mandarin language skill will be a plus. (영어, 일본어, 중국어 가능하신 분 우대)
• At least one year customer support experience, Call Center experience is preferred (1년 정도 고객 서비스 운영 경험 있으신 분 우대)
• Attentive to details and accuracy

[접수기간]

채용 시 마감

[지원방법]

지원링크 : https://www.superookie.com/jobs/61e798e08b129f47846c5919