CA-Belmont-88462--ORACLE-Customer Support-Communication Skills-Leadership-Manage 
Author Message
 CA-Belmont-88462--ORACLE-Customer Support-Communication Skills-Leadership-Manage

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Company    : Oracle Corporation
Website    : http://www.***.com/
Job Title  : Escalation Manager
Location   : Belmont, CA
Job Type   : Full-Time Salaried
Primary Focus: Technical interface between Oracle and key customers who are
experiencing escalated technical issues. Assures the highest level of customer
satisfaction. Distinguishing Characteristics: The Escalation Manager has a good
understanding of all Oracles technology and products and a solid knowledge of
associated support services. Completes assigned duties independently while
advising management of the progress/status. This individual coordinates the
resolution of escalated issues for identified customers which may involve more
than one Product Support group.

Examples of Duties: Escalation and/or situation management of critical
customer issues Customer advocate for identified accounts Communicates
regularly with identified customers on their critical issues and keeps them
informed of the status Coordinates the resolution of customer's issues,
particularly during the critical phases of implementation for the customer
Identify appropriate participants in the resolution process of customers
issues Provide feedback to product development and marketing organizations
for future product release planning Promotes the technical and professional
development of others Knowledge & Skills Technical: Stays current with
product release levels and basic knowledge of the Oracle products Understands
new technologies of Oracle and the relevance of these in the customer's
environment Professional: Excellent verbal and written communication skills
Strong initiative Comfortable with executive communication Exercises good
judgment in seeking and providing advice and counsel Handles stressful
situations effectively Projects a positive and professional image and is a
teamwork leader Is a recognized leader in assisting in customer success
Provides leadership to junior escalation managers in setting priorities for a
given customer's issues Demonstrated ability to effectively coordinate
resolution efforts for escalated issues Understands the business impacts of
critical situations Understands departmental and company policies,
procedures, and business practices Demonstrated ability to effectively
communicate at the technical and business management levels of a customer site
Ability to mentor analysts in the area of handling sensitive accounts or
addressing difficult situations Qualifications: BS/MS in Computer Science,
Engineering or equivalent experience 5 or more years of relevant experience

Travel Required          :None
Educational Requirements :Bachelors Degree
Required Skills
* Customer Support
* Communication Skills
* Leadership
* Management
Oracle Corporation offers outstanding compensation and unparalleled benefits.
Oracle is an Equal Opportunity Employer.
Contact Information:
Reference : 2039
Paulette Barry
Oracle Corporation
20 Davis

Belmont, CA 94002

Fax No: 650-506-7592
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Mon, 23 Jul 2001 03:00:00 GMT
 [ 1 post ] 

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