- Directly responsible to recruit, train, coach, appraise, manage performance and retain the best and the brightest support professionals.
- Responsible for day to day operations of the support team, to manage a flawless support experience for our global clientele.
- Own and respond to customer escalations.
- Ensure highest level of positive customer interaction within the team, monitoring CSAT, support queues and all performance indicators to ensure the best customer experience.
- Foster a work environment that encourages information sharing, team-based resolution activity, cross training, and an absolute focus on resolving customer cases as quickly and effectively as possible.
- Lead organizational projects that enhance the quality or efficiency of technical support delivery and product quality with engineering, field, sales and other teams for improving product quality pre-sale and post-sale. This can include bug resolution, tools, knowledge, logistics
- Provide mentoring, useful training recommendations and guidance to junior team members/direct reports to foster their professional growth.
説明
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.
As a Product Support Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.
Manages and controls activities in multi-functional areas of sections preferably in an area of Technical hardware and/or software capacity. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).
As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.
Responsibilities include: