Bucureşti Sectorul 2, Str. PIPERA, Nr. 43, FLOREASCA PARK,CLADIREA B, Etaj P-6
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Collects on a daily basis data from internal and external partners required for processing the salaries and fees of external suppliers. Uses collection methods specific to the department in order to ensure the collection meets the individual targets imposed by the department
Analyzes, investigates and responds within the standard time frame established by the department to all employees’ requirements and to other requirements from internal departments that interact
Is the main contact for employees; understands and clarifies concerns raised by employees and uses all available resources to solve these problems. Replies to employee complaints in a polite and professional manner. In this situation, the specialist must have all the information necessary to solve the problems respecting the existent procedures
During the collection process, the analyst must ensure punctual escalation, providing relevant information to managers or directors, of all the problems related to customer accounts and to highlight any issues that may arise and can have a negative impact on the objectives of the department
Makes sure that respects and follows the monthly / bi-monthly calendar of the salaries and taxes payroll, in accordance with the responsibilities detailed there
The specialist should aim to and make sure that the problems are solved within the time frame agreed by the department
Is responsible of the decisions regarding the necessary data for processing salaries and taxes, in accordance with internal procedures agreed at a country level, and maintains collaborative relationships with internal partners, taking into account both business’s objectives and internal partner’s needs
Is well aware of the situations, understands and therefore applies department policies, internal procedures and proposes improvements that will increase both the results and the efficiency of the department
Works good in teams, sharing his experience and offering constructive feedback whenever needed
Is committed to provide quality standards in both internal and external interactions with suppliers and to implement internal policies and procedures
Ensures compliance with Sarbanes – Oxley and is responsible for providing full support to internal and external audit
Knows and understands the policies, procedures and processes of the department
Performs any other duties assigned by the Direct Supervisor, in accordance with what the work done in the department agreed time supposes
Provide first point of contact for Oracle customers, partners & consultants as warranted by customer needs and customer support response time commitments. This entails intake, logging, and research of incoming customer cases via phone, email, and web
Research, troubleshoot, replicate and test product problems, bugs and client configurations as well as general application and technical questions
Gain expertise in Oracle Business Intelligence Publisher and PeopleSoft PeopleTools technologies: Reporting Tools – XMLP, Pivot Grid, SQR, Crystal Reports, nVision, Process Scheduler etc. Installation of PeopleSoft Application and Tools, Upgrade of PeopleSoft, Installation and troubleshooting of Application Server (Tuxedo), Web Server(WebLogic, WebSphere, OAS), Performance Monitoring, Integration Technologies –Integration Broker, Component Interface, Workflow
Coordinate, negotiate and set expectations on priorities & resolution deadlines with customers (diplomatically done in difficult client situations)
Track issue progress and provide regular updates to clients until incidents are resolved
Interface with Development and Consulting Services as needed to resolve customer issues. Work closely with Development to diagnose bugs and provide patches to customers. Participate in system and release testing, as needed
Research root cause and suggest corrective action to further enhance the customer experience and improve Oracle products
Contribute to the creation and maintenance of electronic content / documentation / knowledge for customers to support problem prevention efforts
Report high visibility cases, escalations, and customer trends to management
Develop a depth & breadth of technical knowledge within the product line in more than one product area
Maintain an up-to-date and in-depth knowledge of current product releases, service offerings and support policies
Initiate and participate in process improvements within the product line
Work as a part of a global team and coordinate customer support issues among different support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality
Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible. Identify & document areas and possibilities where proactive efforts can prevent new cases
Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)
Develop code to automate data collection, problem diagnostics and resolution
Daily interacting with customers by all means (phone, mails etc) to achieve the collection targets. Applies the specific collections process to ensure the individual and team targets are achieved following the department requirements
Analyses, investigates and reconciles customers’ transactions to ensure accurate balance account
Represents the main contact person for the customers (internal & external) for invoices/payment related situations; understands and clarifies the challenges raised by customers and uses all the available resources to solve them timely. Answers all customers’ requests in a professional manner
Timely escalations to first line manager, providing relevant and complete information. The escalations must contain any aspects which might negatively impact team’s/department’s objectives
Collaborates professionally with other departments to ensure target achievements and to solve customers’ challenges. Responsible to follow up to completion
Responsible for the decisions made in collections process in order to build and maintain a strong partnership with customers in order to secure the company’s objectives
Is aware of, understands and applies the internal policies and procedures, contributes to the process improvement through creative approaches and challenging the existing practices to increase department’s results and efficiency
Team player sharing experience and constructive opinions whenever it is necessary to integrate efforts and optimize work results
Registers in the system all relevant information gathered while interacting with customers to ensure their track record for a better quality of future actions. Each customer interaction must be registered in the system with detailed information providing a real and clear understanding of the account status and the agreements between the company and the customer
Engaged to offer high quality standards while interacting with both internal and external customers, to apply and respect the internal policies and procedures
Follows the Sarbanes-Oxley rules and is completely responsible to fully support the internal and external audit
According to the organization’s scope and role, fulfills any other task assigned by his/her direct manager related to the job
Participate in creating and responsible for maintaining confirmed LCM project plans for ULA’s over a defined size throughout the Lifecycle
Create/gather/interpret assets required (Customer Entitlement, Mid-term consumption, Investment Economics, Knowledge Transfer & Workshops, License to Cloud mobility etc.) as per customer agreed project plan and timeline in a concise and timely manner
Responsible for taking ownership of all logistics and timelines surrounding the the customer agreed LCM plan in order to drive optimized/seamless CX
Co-deliver the project plan and the customer agreed assets therein with the field consultant to stakeholders
Supporting the SIA field consultants in the preparation and content generation for event deliverables
Provides constructive feedback during evaluation sessions to ensure continuous service improvement, innovation and CX
Builds strong relationships within SIA field and acts as a facilitator for the flawless execution of Software Investment Advisory’s LCM sessions
Owns the success of the activities against defined KPIs such as customer satisfaction, activity outcomes and delivery timelines
Contributes to systematic process improvement, planning, monitoring and reporting for LCM activity
Adhere to company and department policies and procedures
Provide high quality, responsive support to Oracle’s customers and Cloud CSM teams globally
Learn existing Oracle Products and Services and/or other Oracle components which may form part of the solution
Analyze, diagnose, and provide workarounds until the fix can be supplied
Follow the status of a problem ticket and make sure that assigned ones are updated
Identify and manage customer expectations as required
Identify tasks requested by the customer that do not fit in the maintenance scope and initiate change requests accordingly
Keep all stakeholders informed of progress and/or issues
Gather the necessary information for the Sustaining Support teams to resolve a problem
Enable the smooth and efficient processing and management of Cloud transactions as they progress through the stages of the end to end sales and customer use processes
Act as a bridge between customers / Sales and various other supporting functions (Cloud Operations Provisioning, Development, OAL)
Assist in the escalation of critical deals and issues through various back office functions and processes
Integrate with sales teams and sales management to gain understanding of business priorities and challenges
Work together with other, Support and Development teams to ensure coordination
Keep current on new releases and enhancements
Meet team key performance indicators and targets
Be available for flexible hours by negotiation to fix important issues
Daily interacting with customers by all means (phone, mails etc) to achieve the collection targets. Applies the specific collections process to ensure the individual and team targets are achieved following the department requirements
Analyses, investigates and reconciles customers’ transactions to ensure accurate balance account
Represents the main contact person for the customers (internal & external) for invoices/payment related situations; understands and clarifies the challenges raised by customers and uses all the available resources to solve them timely. Answers all customers’ requests in a professional manner
Timely escalations to first line manager, providing relevant and complete information. The escalations must contain any aspects which might negatively impact team’s/department’s objectives
Collaborates professionally with other departments to ensure target achievements and to solve customers’ challenges. Responsible to follow up to completion
Responsible for the decisions made in collections process in order to build and maintain a strong partnership with customers in order to secure the company’s objectives
Is aware of, understands and applies the internal policies and procedures, contributes to the process improvement through creative approaches and challenging the existing practices to increase department’s results and efficiency
Team player sharing experience and constructive opinions whenever it is necessary to integrate efforts and optimize work results
Registers in the system all relevant information gathered while interacting with customers to ensure their track record for a better quality of future actions. Each customer interaction must be registered in the system with detailed information providing a real and clear understanding of the account status and the agreements between the company and the customer
Engaged to offer high quality standards while interacting with both internal and external customers, to apply and respect the internal policies and procedures
Follows the Sarbanes-Oxley rules and is completely responsible to fully support the internal and external audit
According to the organization’s scope and role, fulfills any other task assigned by his/her direct manager related to the job
Daily interacting with customers by all means (phone, mails etc) to achieve the collection targets. Applies the specific collections process to ensure the individual and team targets are achieved following the department requirements
Analyses, investigates and reconciles customers’ transactions to ensure accurate balance account
Represents the main contact person for the customers (internal & external) for invoices/payment related situations; understands and clarifies the challenges raised by customers and uses all the available resources to solve them timely. Answers all customers’ requests in a professional manner
Timely escalations to first line manager, providing relevant and complete information. The escalations must contain any aspects which might negatively impact team’s/department’s objectives
Collaborates professionally with other departments to ensure target achievements and to solve customers’ challenges. Responsible to follow up to completion
Responsible for the decisions made in collections process in order to build and maintain a strong partnership with customers in order to secure the company’s objectives
Is aware of, understands and applies the internal policies and procedures, contributes to the process improvement through creative approaches and challenging the existing practices to increase department’s results and efficiency
Team player sharing experience and constructive opinions whenever it is necessary to integrate efforts and optimize work results
Registers in the system all relevant information gathered while interacting with customers to ensure their track record for a better quality of future actions. Each customer interaction must be registered in the system with detailed information providing a real and clear understanding of the account status and the agreements between the company and the customer
Engaged to offer high quality standards while interacting with both internal and external customers, to apply and respect the internal policies and procedures
Follows the Sarbanes-Oxley rules and is completely responsible to fully support the internal and external audit
According to the organization’s scope and role, fulfills any other task assigned by his/her direct manager related to the job
In charge of Customer Profiling and Entitlement Intelligence Report
Creates easy readable deliverables covering stakeholder information needs. Deliverables are based on facts, patterns, trends and observed deviations
Uses a wide variety of Oracle/Non-Oracle systems to collect, input, verify, and analyze structured/unstructured data to assess Risk levels
Supports Manager in continuously optimizing the business benefit (revenue) of the Risk Management component of the Global KA Program through pro-active improvement propositions
Supports SIA and LMS to position deliverables to Sales Key Account teams upon request
Gains competence in assigned area (licensing policies, risk management assessment etc.) in order to address the complexity of Customer
Develops and maintains productive working relationships with internal stakeholders
Delivers ad hoc tasks or participation in project teams as required
Tasks completion and communication on progress
Operates in line with Oracle’s processes/procedures & core values
Be intellectually curious and have a passion for MySQL, Cloud Services, as well as being able to quickly uncover customer business pains
Use analysis, CRM systems and internet tools to efficiently prospect and prioritize sales leads
Contact marketing generated leads and follow a qualification process in order to identify prospects that are appropriate for sales opportunities for our on premise and/or cloud MySQL offerings
Support the sales representatives in territory with proactive approach to building pipeline and collaborative efforts to build strategies and execute marketing plans
Achieve a high level of collaboration with Marketing, Sales and Sales Engineers teams against the joint goals
Meet daily outbound call quota
Project a professional, high quality image to potential MySQL users and customers when answering inbound customer calls and when making outbound calls
Use CRM system to track lead activity and qualification progress and use system tools to pass qualified leads as appropriate
Document and communicate information gathered during qualification process calls
Meet monthly and quarterly target on leads passed to sales representatives, opportunities resulting from leads and bookings resulting from conversions