|Job Title||Technical Analyst 4-Support|
|Organization Name||RightNow Customer Care|
|We have one charter within the Oracle RightNow Customer Care team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible.
As part of the Oracle RightNow Global Business Unit, we support nearly 2000 global customers who serve more than 8 million users per day on our RightNow CX Suite – a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences. Our approach to providing customer care is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution. We are a global organization with US Support Centers in Bozeman, MT, San Mateo, CA, and Boulder, CO as well as International Support Centers in London, Amsterdam, Tokyo, and Sydney. If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!
|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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.|
|Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).|
|The Premium Care Specialist provides customer care, support leadership & vision, with a strong delivery mindset to the customer. This individual is responsible for providing a superior customer experience through the support and delivery aspects of their RightNow relationship. The Premium Care Specialist is expected to drive continual improvement, set and maintain high standards of performance, and ensure timely responses and delivery with the greatest possible quality.
The Premium Care Specialist must have a compelling background of high touch client service as well as demonstrated skills in working customer issues at all levels with clients and internally. Leading candidates will have excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations. Must be highly organized, self-directed and attentive to detail. This individual will be given extensive authority to drive customer issues to final resolution, and must have demonstrated an ability to assess client needs vs. company priorities.