Senior CX Administrator

Oracle Global Support Shared Services is seeking a CRM / Ticketing solutions administrator who is passionate about solving customer problems and crafting sophisticated and effective digital engagement experiences. This team will be redefining the toolset relied upon to support end-users, with an eye towards improvements such as in-product guided learning, streamlined ticketing, improved customer portal experience, and live chat. You’ll join a collaborative, high-visibility team whose work will impact Oracle Hospitality, Healthcare, State & Local, Payments, and many others. Apply today!

In this role, you will be a Business Owner for the Global Support Shared Services instances of Oracle Service B2C https://www.oracle.com/cx/service/b2c/. You will synthesize internal customer goals/requirements, expectations, and challenges, analyse situations/data, for configuring or developing business & technical solutions on the Cloud. You will advise the Product Manager and other stakeholders from time to time on implementation aspects of the project. As a Support CRM administrator, you and the primary Administrator will be responsible for the overall delivery quality of solutions by ensuring team’s adherence to standard practices and procedures. You will build an understanding of and leverage Oracle methodologies, tools and leading practices.

This is a challenging, exciting role that will test your consulting skills, strategic thinking, leadership skills, technical skills and ability to remain focused and follow-through on plans.

Career Level - IC3

What You'll Do:

• Support end users via Oracle’s internally MyHelp ticketing system providing timely solutions to their requests
• You will manage End user access and administration, working to streamline adds and changes that comply with and support Oracle’s information protection policies within our platform
• Provide consistent high quality and innovative solution development on B2C Service Cloud engagements by interacting with customers and other stakeholders to arrive at optimal solutions.
• Analyze and understand client goals, challenges and areas of opportunity to align Oracle’s Cloud applications for building optimal functional & technical solutions based on Global Customer Support Industry Best Practices.        
• Develop and deliver high quality presentations and demonstrations, present and articulate product features and benefits, and configure and test overall Oracle Cloud solutions that delight the global customer care organization.
• Effectively utilize the Oracle B2C Service Cloud platform, integrations and web technologies to deliver world class support solutions
• Collaborate with internal teams to support business development efforts in pursuing new opportunities and innovative extensions that will improve the internal and external customer experience.
• Arrive at coherent conclusions by undertaking complex analysis/ application of reason / trace performance implications through complex data/scenarios
• Prepare documentation detailing delivered solutions, integration & migration strategies
• Adhere to all Oracle Cloud security policies, standards and procedures in the performance of job responsibilities
• Ability to formulate a broader perspective of an issue by recognizing the inter-dependencies and inter-play between elements
• Promote knowledge by sharing lessons learned, innovations or new skills with team members
• Ability to work independently and manage multiple task assignments.
• Excellent customer facing & interpersonal skills with ability to build rapport with all stakeholders.
• Ability to travel and support internal customers across various time-zones.

What we Love to see:

• Bachelor’s degree in Engineering or Computer Science (BCA/MCA/ BSc Comp) or a technical field from a reputed college/university
• 5+ years’ experience as an administrator for a Customer Support CRM system
• Proven experience as a techno-functional consultant/lead on at least two large-scale full-life cycle implementations of CRM Cloud Applications, with strong implementation expertise in at least two of the following is a must:
• Deep understanding of Support Processes including Customer, Contact and Incident Management; Account Management; Knowledge Management, Intelligent Advisor
• Strong techno-functional skills in proposing, designing optimal solutions, including ownership of the overall solution for customizations/integrations on Oracle B2C Service Cloud Projects.
• Experience implementing all CX UIs (Web, Mobile, Outlook)
• Sales Force Automation Cloud
• B2B Service Cloud (Engagement Cloud)
• B2C Service Cloud (OSvc / Rightnow)