Team Lead, Client Support
Company: Oracle
Location: Olympia
Posted on: November 16, 2022
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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**
**Preferred Qualifications**
**Expectations**
**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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