Senior Customer Service Specialist

Oracle•Kansas City, MO

1d•$39,700 - $75,600

About The Position

The Senior Customer Service Specialist independently supports customers across a range of Oracle products and services, handling inquiries by phone or electronic means. The role resolves technical and non-technical questions and incidents within assigned product specializations, communicates with customers, and escalates issues when appropriate. It uses established protocols and the Knowledge Base to resolve known problems and investigates, recreates, and tests novel technical issues with limited guidance. The specialist maintains service request documentation and creates, reviews, or publishes Knowledge Base articles. The role collaborates with internal teams, contributes to quality assurance reviews of customer-impacting tools, identifies recurring trends and improvement opportunities, and assists with support-service initiatives intended to improve customer satisfaction and reduce customer-impacting events. It also reviews individual performance metrics and may provide translation services for technical and non-technical inquiries.

Responsibilities

Serve independently as a point of contact for a wide range of products and services, handling inquiries by phone or electronic means.
Resolve technical and non-technical customer inquiries across systems and products within assigned specializations, ensuring requests are handled appropriately and promptly.
Resolve pending and current customer incidents, manage related customer communications and activities, and escalate when appropriate; coach or mentor others.
Use established protocols and the Knowledge Base to address known issues and research, recreate, and test technical issues for assigned product areas.
Research, recreate, and test novel technical issues using an advanced understanding of fix delivery and product certification, identifying resolutions with minimal guidance.
Identify recurring trends and product-enhancement opportunities and engage relevant resolver groups.
Escalate novel technical issues to the appropriate support team and follow up with customers to communicate resolutions and confirm issues are resolved.
Maintain and update service request documentation.
Create, review, and/or publish Knowledge Base articles about less common functionality questions and common issues addressed by Operational contributors.
Maintain a broad understanding of Oracle's support structure and customer environments within a specialized product area.
Collaborate with internal support teams on business problems and improvement opportunities.
Contribute to quality assurance reviews of customer-impacting tools.
Assist with support-service improvement projects and initiatives that drive customer satisfaction and reduce customer-impacting events.
Identify process-improvement areas and support implementation of corrective actions within the product area, with some guidance.
Review and analyze personal support-service performance metrics.
As needed, provide translation services for technical and non-technical inquiries and act as a resource or escalation point for less experienced peers.
Complete complex or ambiguous tasks with limited instructions and guide team members on shifting priorities and resources according to team needs.
Collaborate across teams to lead impactful work and support critical team objectives, building partnerships based on stakeholder and customer needs.
Develop and share procedures for resolving routine and non-routine issues, serve as a team escalation point, and review information to troubleshoot complex errors.
Seek continuous learning, feedback, and training; stay current with trends and best practices.
Recommend, implement, and share improvements to the efficiency and effectiveness of complex processes, protocols, and workflows.