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Oracle Team Lead, Client Support in Helena, Montana

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

Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. .

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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

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