This role focuses on providing technical support for Oracle products, specifically SharePoint/Confluence, by troubleshooting and resolving complex issues. The Program Manager will also be responsible for training on new product releases, partnering with internal teams to resolve design and maintenance issues, and creating knowledge base articles. The position involves leveraging automation and AI to improve support processes and contributing to product and customer experience improvement initiatives.
Responsibilities
Serve as a point of contact for SharePoint/Confluence support
Provide technical support by troubleshooting and resolving moderately complex issues with assigned Oracle products
Prepare and conduct training for new product releases and/or functionality updates to existing products
Partner with internal teams to report and contribute to the resolution of non-routine design, reliability, and maintenance issues
Maintain service request and/or product documentation
Create Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues
Consult internal teams and stakeholders on diverse and advanced customer situations and technical issues
Leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues
Identify and recommend enhancements to existing support processes, workflows, guidelines, and best practices
Collaborate with management to contribute to product, process, and customer experience improvement initiatives
Facilitate customer relationship building, fielding inquiries via phone, electronic, or in-person means
Answer technical questions, troubleshoot and resolve moderately complex issues related to assigned products
Provide user guidance, as needed, during training sessions
Leverage advanced understanding of problem resolution, including fix delivery and product certification, to research, re-create, and test advanced technical issues
Follow up with customers on service requests to communicate resolution and ensure all issues are resolved
Escalate complex customer technical issues to appropriate technical teams for resolution, as needed
Report design, reliability, and maintenance problems or bugs to internal teams, contributing to resolution
Document activities taken on service requests and/or product documentation through resolution
Maintain a deep understanding of assigned Oracle product ecosystem(s) and customer environment(s)
Maintain a broad understanding across all Oracle product ecosystems and customer environments in advanced scenarios
Contribute to and participate in cross-functional training, workshops, and collaborative projects and initiatives
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Identify frequently reported issues and recommend ideas to contribute to the reduction of repetitive issues, escalating as needed
Review and execute own support service performance metrics and build awareness of team's support service performance
Independently manage work, monitoring timelines and deliverables
Proactively prioritize work and adapt to resource or timeline shifts, suggesting adjustments to maintain project efficiency
Collaborate across teams to align on expectations and achieve shared objectives
Build and maintain a comprehensive understanding of business, stakeholder, and/or customer needs
Actively listen to diverse perspectives and ask questions to ensure understanding of others
Independently identify and address standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate
Analyze data and/or information from multiple sources to troubleshoot standard and non-standard errors
Contribute to knowledge sharing and best practices
Embrace continuous learning by actively seeking to build knowledge and new skills and/or tools
Stay current with industry trends and best practices
Seek out and leverage feedback and training to improve skills
Contribute to a culture of continuous learning and knowledge sharing with team members
Develop ideas and recommend updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team
Seek input from team members on alternative approaches and methods for improving work
Important Details
Team: Provides on-site and in-person technical assistance, including case consultation for complex cases, to Technical Support team
Extra Sections
Vertical Lead
Proactively review cases, providing troubleshooting guidance and recommending next action items
Assess product-related issues and assist in technical reviews of issue drafts
Conduct internal training and learning sessions focused on product, technical, and skills development
Act as the point of contact (POC) for specific products or features, ensuring that training content is up-to-date and leading release preparations for the Vertical
Lead discussion of case transfer and feature coordination between the Vertical and other teams or product areas
Participate in knowledge documentation to support repeatable, scalable, knowledge base self-services
Services Translation
Provide translation services for technical and non-technical inquiries for products and services
Understand more niche or technical terms and provide translation services for them
Provide verbal translations and assist with escalations
