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Team Lead, Client Support

Company: Oracle
Location: Olympia
Posted on: November 16, 2022

Job Description:

**Job Description**

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.

Supervises a team of analysts to manage the operational performance goals. Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Responsible for ensuring the team delivers functional and technical solutions to customers. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Applies Oracle methodology, company procedures, and leading practices. Provides coaching, guidance and feedback to develop skills of team members and take corrective actions to address poor performers. Performs administrative duties such as approving timesheets and expenses.

Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. Maintains orderly work processes by coordinating work flow and work quality. Uses individual knowledge and skills to develop team members. Resolves problems through immediate actions or short-term planning. Prior management experience in support environment is a plus. BA or BS degree preferred.

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 97921BR in the subject line of the email.

**Responsibilities**

The Team Lead, End User Support will provide management and leadership support to associates assigned to support specific software, hardware, and/or system solutions. As an End User Support Team Lead you will be responsible for managing and directing the day-to-day operations of associates assigned to support of specific software, hardware, and/or system solutions. You will need to ensure all phases of technical support are properly coordinated, scheduled, monitored, tracked, escalated and/or resolved. Other responsibilities will be to prioritize and schedule work, allocate resources, monitor progress, and support change management efforts; ensure support efforts meet quality standards, promote client satisfaction, and adhere to service level agreements; act as a resource for questions/issues and serve as an escalation point for solving complex issues or situations.

**Basic Qualifications**

  • At least 5 years total combined related work experience and completed higher education, including:
  • At least 1 year customer service, call center, hospitality and/or technical support work experience
  • At least 4 years additional work experience directly related to the duties of the job and/or completed higher education
  • Receipt of the appropriate government security clearance card applicable for your position
  • Due to the client contract you will be assigned, this position requires you to be a U.S. citizen
    **Preferred Qualifications**

    • At least 1 year people management, matrix management, project management or other indirect leadership work experience
    • Bachelor's degree or equivalent relevant work experience
      **Expectations**

      • Perform other responsibilities as assigned
      • Willing to work additional or irregular hours as needed and allowed by local regulations
      • Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
        **About Us**

        As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

        When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

        We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

        Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

        We're committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at +1.888.404.2494, Option 1.

        **Disclaimer:**

        Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

        Oracle is an 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 and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

        *** Which includes being a United States Affirmative Action Employer**

Keywords: Oracle, Olympia , Team Lead, Client Support, Other , Olympia, Washington

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