• Ensure that HUB tasks are handled during active shifts.
• Use required systems to research/troubleshoot customer entitlement and My Oracle Support issues.
• Use SR quality guidelines when updating and managing SRs.
• Monitor specific queues for unassigned, the local language, route failures, and exception SRs, routing or assigning as necessary.
• Respond quickly to customer requests for escalations by using a documented escalation process.
• Encourage customers to use English versus the local language for SR resolution.
• Encourage customers to use the customer portal versus the phone.
• Contribute to continuous process improvement initiatives.
• React to system or process issues by contacting responsible technical contacts or reports problem to the Global Customer HUB manager.
• Contribute to process and system development and knowledge management.

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Required Qualification and Skills : 

• Bachelor degree or above
• Proficient with English. Any other language will be a plus
• At least one year customer support experience, Call Center experience is preferred
• Attentive to details and accuracy
• 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