Customer Service Analyst 1-Support-JP
Dalian, CN,China, CN

Preferred Qualifications

Position Title:

Global Customer HUBEngineer

Summary of Position:

The role of Global Customer HUBEngineer is to receive incoming calls for assistance, manage service requests,monitor specific queues, provide assistance to customers and performtranslations in accordance with service standards.

The HUB support engineer will establishrelationships with other departments within Oracle to resolve problems andtransfer knowledge to both internal and external customers.

Working hours will bedetermined by a shift pattern. Currently 12*7 from the JAPAC region but mightbe adjusted if 24*7 support is required for business needs.


The HUB support engineer'sresponsibilities include but not limited to the following:

  • Ensures that HUB tasks are handled during active shift
  • Ensure the administrative work are handled during active shift
  • For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support
  • Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues
  • Uses SR quality guidelines when updating and managing SRs
  • Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
  • Responds quickly to customer requests for escalations by using documented escalation process
  • Encourages customers to use English versus local language for SR resolution
  • Encourages customers to use customer portal versus phone
  • Contributes to continuous process improvement initiatives
  • Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager
  • Contributes to process and system development and knowledge management
  • Education and ExperienceRequired:

    Minimum requirements forthe candidate:

  • Bachelor degree or above
  • Proficient with Japanese, English and Mandarin
  • At least one year customer support experience, Call Center experience is preferred
  • Attentive to details and accuracy


  • Strong and confident communicator
  • Excellent telephone manner
  • Ability to write clear and concise email responses
  • Customer focused and excellent customer care skills
  • Competent user of Microsoft Office applications
  • Excellent problem solving skills
  • Good attention to detail
  • Proactive attitude

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