FY25 Q2 (JAPANESE Customer Analyst - Translator) Technical Analyst 2-Support

This job is with Oracle, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.

Career Level - IC2

As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

'- Responsible for resolving client's functional/technical concerns via phone and email in Mandarin.

• Assist client with functionality related questions through available documented product information.
• Conduct research and testing to troubleshoot basic functionality- related issues.
• Escalate product issues to correct team for further troubleshooting.
• Keep client updated on their open Support cases based on service level targets.
• Ensure that customer satisfaction is maintained at an acceptable level as defined in CS metric
• Create and review Knowledge Base articles on common functionality-related questions.
• Enhance product knowledge by continuously attending New Features training on assigned product area/s or skill set/s
• Assist in new hire enablement by acting as Senior Support Rep buddy.
  
  

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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.

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