Oracle Product Support Manager (JoinOCI-PPM) in Deerfield, Illinois
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 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.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
This role is focused on Tier2 technical support. Responsibilities include managing cases escalated from Tier1 to Tier2, and ensuring the right skillsets are brought to bear on a particular case. We operate under aggressive SLOs, so a keen sense of urgency is required. This is a customer-facing role, and you will be dealing with the most technicall challenging cases. Strong communciation skills are required. We operate with a clear set of KPIs and you will be responsible for managing your team to those KPIs, which will be reviewed weekly. We opearte in a follow-the-sun model, so cases that are not resolved during your shift will be sent to the next shift via warm handover. This role will have some weekend and some holiday work.
Title: Product Support Manager (JoinOCI-PPM)
Location: United States
Requisition ID: 20000Y9L
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