Supervisor Customer Support

Oracle; Kansas City (MO); On-site; USD 90,000 - 140,000; Full time

Job summary

Oracle in Kansas City is seeking a Technical Support and Solution Delivery leader to supervise a multicandidate team providing timely technical support and customer advocacy. The role coordinates escalation, documents knowledge, and collaborates across product and QA groups to drive customer satisfaction.

Ideal candidates bring strong leadership, process improvement, and cross-functional collaboration experience within a technology support environment in the United States.

Responsibilities

• Supervises a team serving as points of contact and resolving incoming service requests, manages the operation of customer service delivery to ensure timely and effective solutions.
• Serves as point of escalation for unresolved and/or difficult customer inquiries.
• Monitors the incident management process within a team to address gaps in incident resolution and support processes.
• Prepares training for new product releases or functionality and contributes feedback to meet goals of excellent technical customer support.
• Reviews customer feedback through user group meetings and outreach programs and follows up on survey results.
• Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution.
• Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution.
• Promotes collaboration with other technical teams to resolve complex customer issues.
• Supervises team efforts in producing documentation and evolving Knowledge Base for support.
• Supports expansion of Knowledge Base to enhance customer support and user experience.
• Escalates identified issues or bugs to QA and Development for resolution.
• Coordinates with cross-functional teams on product enhancement initiatives and feedback on customer pain points.
• Supervises team to follow established processes and recommends improvements to enhance efficiency.
• Fosters collaboration with cross-functional teams on business problems and improvement opportunities.
• Facilitates support service improvement projects and proactive initiatives to drive customer satisfaction.
• Contributes to resource planning and provides recommendations on product and customer experience improvements.
• Monitors metrics to ensure the team meets goals and collaborates to drive KPI analysis and feedback.
• Manages translation services for technical inquiries and coordinates testing on translation tools.
• Manages and coordinates team tasks, timelines, and budgets; builds partnerships across teams for alignment.
• Helps identify and address operational/technical issues and escalates to senior staff as needed.
• Pursues learning opportunities to stay current with industry trends and best practices.
• Evaluates team processes and workflows, suggesting practical improvements.
• Monitors and provides feedback on team performance and supports development opportunities.
• US Citizenship required and must be able to obtain Public Trust Clearance.

Job description

Technical Support and Solution Delivery-Customer Support and Advocacy

• Supervises a team serving as points of contact and resolving incoming service requests, manages the operation of customer service delivery to ensure timely and effective solutions for an operational team, and/or builds customer relationships.
• Serves as point of escalation for unresolved and/or difficult customer inquiries.
• Monitors the incident management process within a team to identify and address gaps in incident resolution and support processes to enhance efficiency.
• Supervises team members to prepare training for new product releases or functionality and contributes feedback to the team to meet desired goals of providing excellent technical customer support, ensuring resolution of customer technical and/or non-technical inquiries across multiple systems or products in a timely manner.
• Reviews customer feedback through user group meetings and/or outreach programs and follows up on survey results as needed.

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution

• Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution and escalating to leadership team as needed.
• Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution, guiding junior team members through the resolution request and/or on escalated issues by leveraging senior staff.
• Promotes collaboration with other technical teams in resolving complex customer technical issues to ensure complete resolution in a timely manner.

Technical Support and Solution Delivery-Technical Support Documentation

• Supervises team efforts in producing documentation, reviewing service-related documentation and continuing to build and evolve Knowledge Base for customer technical support.
• Supports the expansion of Knowledge Base to enhance customer technical support and overall user experience.

Technical Proficiency and Support Enhancement-Technical Support Collaboration

• Escalates identified issues or bugs in products or infrastructure to Quality Assurance and Development teams for resolution.
• Coordinates with cross-functional teams on product enhancement initiatives, providing feedback on key customer pain points.

Technical Proficiency and Support Enhancement-Technical Support Improvement

• Supervises team to follow established processes and recommends process improvements to enhance team efficiency and effectiveness.
• Fosters collaboration with cross-functional teams on business problems or improvement opportunities.
• Facilitates support service improvement projects and proactive support initiatives that help drive customer satisfaction and internal success and reduce customer-impacting events.

Strategic Planning

• Contributes to resource planning, under direction of next-level manager.
• Provides recommendations to next-level management on product, process, and customer experience improvements.

Performance Monitoring and Management-Performance Monitoring and Management

• Monitors and evaluates key metrics to ensure the team meets desired goals of providing excellent technical customer support and resolving service requests, and implements basic operational and procedural changes within the team for continuous products and services improvements.
• Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.

Additional Responsibilities (as needed)

Service Translation

• Manages translation services for technical and non-technical inquiries for products and services.
• Coordinates resourcing to assist with testing on translation tools.

Core Responsibilities

Planning & Execution:

• Manages and coordinates team tasks, projects, and/or initiatives, monitoring timelines and budgets when applicable to ensure timely completion and adherence to requirements. Delegates work to team members, identifies resource needs, and makes adjustments based on changing priorities.
• Builds partnerships within and across teams to ensure alignment on expectations and achieve shared goals. Encourages team members to build understanding of business, stakeholder, and/or customer needs to support effective collaboration. Actively listens and asks questions to understand others' perspectives.

Problem Solving:

• Helps team identify and address operational and/or technical issues, escalating problems to senior staff as needed in accordance with standard procedures. Compiles and reviews data and/or information from multiple sources and provides direction to team on troubleshooting standard and non-standard errors.
• Pursues learning opportunities for self and team to build expertise in relevant areas and stay up-to-date on industry trends and best practices. Applies feedback and participates in training to improve skills and foster professional growth. Identifies and addresses skill gaps within the team to foster learning and knowledge sharing opportunities.
• Evaluates team processes and workflows, suggesting practical changes to improve efficiency and effectiveness. Seeks input from team members on alternative approaches and encourages sharing ideas to implement effective solutions.

Performance and Development:

• Monitors and provides feedback on team member's performance according to processes, guidelines, and expectations. Facilitates goal setting discussions with team members, ensuring individual goals are aligned with broader team goals. Identifies development opportunities to help team member's improve performance. Contributes to the talent acquisition pipeline by participating in candidate interviews, assessing promotion eligibility, and managing talent resources.

• US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)