北京招聘

职位描述：
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 role of Global Customer HUB (HUB) engineer is to receive incoming calls for assistance, manage service requests, monitor specific queues, provide assistance to customers and perform translations in accordance with service standards.
The HUB engineer will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers.
The HUB engineer's responsibilities include but not limited to the following:
？ Ensures that HUB tasks 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
           Minimum requirements for the candidate:
？ Bachelor degree or above
？ Proficient with Korean and English
？ At least one year customer support experience, Call Center experience is preferred
？ Attentive to details and accuracy 举报 分享

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn