French role: 1 year contract with REAL chances of being extended

Working schedule: 10:00 AM - 07:00 PM

The primary role of the Partner Assistance Specialist is to assist Oracle Partners in accelerating the Oracle Cloud Growth within the Oracle Partner program, by helping them move faster to the next stage of their Partner lifecycle with Oracle.

 

RESPONSIBILITIES:

 

• Identify partner facing breakdowns in the internal processes related to the Oracle Partner Network; afterwards, recommend corrective actions and help partners move faster to the next stage in their lifecycle within the Oracle Partner Network

 

• Be there when Oracle partners need the 1:1 interaction, for a complete partner experience (digital and human)
• Help partners upgrade to the New Oracle Partner Program 2020 by replying to their questions fast and efficient
• Handle inbound queries from existing Oracle partners via a single global generic account, in a 24/5 Follow The Sun model and with a 4h SLA
• Understand the Partner desired outcome and perform basic troubleshooting (as defined by internal regulations) by mastering the Partner Go To Market models and specific steps that apply to each partner lifecycle
• Provide solution for the Partner simple inquiry and close or gather more details, engage appropriate team to resolve (if needed) and escalate to direct manager if inquiry resolution takes more than 48 hrs.
• Provide time to resolution to Partner for each inquiry, if available and assist partner until full resolution and close
• Ensure a Partner satisfaction survey > 90%for each solved inquiry, through Process & Troubleshooting knowledge, by taking full ownership, courtesy, customer orientation and needed language skills

 

OTHER RESPONSIBILITIES:

• Proactively handle multiple tasks, ensuring high service level of service to the Oracle partners
• Continuously undertake training to ensure understanding of the Oracle Partner Program and related processes
• Take responsibility for personal career development within the company
• Timely respond to other activities requested by the management team, early or late working shifts might be required

 

QUALIFICATIONS:

* Advanced level of English and 2nd language (one of the above) is essential

* Embrace and adapt to constant change

* Master complexity
* Learning agility

* Multitasking

* Collaboration
* Team player
* Good communication skills
* Customer focus
* Time management
* Good planning and organizational skills
* Bachelors Degree or final year of study
* Customer Service experience

 

 

 

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