Adv Customer Service Support Snr Manager
1 week ago
Adv Customer Service Support Snr Manager-2300026O
**Applicants are required to read, write, and speak the following languages***: English
**Preferred Qualifications**
Responsible for leading a team of CSE's, FE including FE's and Datacenter Technicians assigned for
delivery of on-site, installations, proactive and account management services in a defined territory. Focuses to meet
the on-site service levels 24x7, to improve and drive customer satisfaction and to identify business opportunities. The
role involves significant communication at all levels internally and externally. A primary point of contact for
customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB
on diverse customer situations and escalated issues.
**Detailed Description and Job Requirements**
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
The Senior Manager translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan while routinely coaching first line managers to maximize performance. You will be expected to carefully prepare and communicate employee performance appraisals on a regular basis, while jointly implementing and employee development plan for each team member. Of the more day-to-day activities, you will be ensuring the proper utilization for resources and providing justification for additional resource requests
- while maintaining a budget for each individual project. Most importantly, a successful Senior Manager is expected to be totally committed to the delivery of outstanding support and service to customers.
Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. A BA/BS degree and five or more years of technical or professional experience preferred, with three or more years of management experience (preferably in a support environment). A proven track record of excellent problem solving and analytical skills, and excellent communication skills while projecting a positive, professional image.
**Job**: Support
**Location**: AU-AU,Australia-Melbourne
**Job Type**: Regular Employee Hire
**Organization**: Oracle
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