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Job Description

About Us:

Join one of the most visible technology areas within Oracle and be part of a world class cloud team meant to sustain a positive experience for Customers who adopt Oracle’s Public Cloud as key vendor of their mission critical IT Solutions. This is an exciting opportunity to learn and quickly grow, with a focus on Platform as a Service (Database, Application Development, Security, Integration, Content &Process, and Business Analytics) and Infrastructure as a Service.

Responsibilities

Are you passionate about delivering outstanding customer experiences? Do you thrive in fast-paced environments where no two days are the same? We're seeking a dynamic and proactive Customer Experience Specialist to join our team. You'll play a pivotal role in ensuring our clients receive world-class support and service.

As a member of the Assurance Team, you will be responsible for handling long term discussion with the customer and secure a positive experience by delivering periodic reviews of their cloud environment, disseminating best Practices and being sensitive on effective Incident Management.

In this role, by combining business, technical and communication acumen you will work with enterprise customers to realize the value of cloud with Oracle Public Cloud .

The candidate will:

• Serve as the main point of contact for internal escalation management, collaborating closely with various teams within the Oracle Ecosystem, including Technology Engineering, Product Management, Support, Cloud Operations, and Sales Operations.

• Proactively manage service requests in real-time, from collection and prioritization to resolution, with a focus on coordinating and moderating resource towards timely solutions and problem identification.

• Take ownership of solving escalations and issues, escalating internally when necessary to ensure swift resolution.

• Drive initiatives to enhance the customer experience and increase cloud adoption, leveraging insights from service requests.

• Cultivate strong relationships with stakeholders in Product Development, Support, and Cloud Operations to facilitate seamless execution of daily tasks.

• Contribute to the development of best practices and provide valuable feedback to relevant stakeholders.

• Maintain open and transparent communication with customers throughout the entire Cloud Lifecycle experience.

• Ensure adherence to agreed-upon best practices when assisting customers at critical Production Milestones.

Qualifications & Requirements

• Bachelor's degree in a relevant field

• Proven experience in customer service or customer-facing roles within IT industry.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.

• Strong and creative problem-solving abilities and a proactive mindset.

• Knowledge of cloud computing, distributed computing

• Knowledge of IT infrastructure elements and concepts

• Experience in troubleshooting and diagnosing issues

• Project management skills

• Flexibility, this is a high growth area that requires agility

• English is a must

• Fluency in spoken and written German is a plus

We Offer:

• Great in-house training on Oracle Cloud Services and Oracle products, helping you to become a specialist in your field

• The chance to work at the source of Oracle's cutting-edge technology

• An international working environment that is fun, exciting and always challenging where you can build your career

• Excellent OTE and benefits package

#LI-DNI

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer