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Job Description

WORK SCHEDULE: 10AM - 7PM

Partner Assistance team provides guidance to Oracle Partners in accelerating their Solution or Service offerings on Oracle to Market, through Oracle PartnerNetwork, in a 24/5 model, by understanding and proactively addressing partner questions /challenges through their partnership lifecycle with Oracle, as well as voicing their concerns. Partner Assistance representatives first assist the Partner Community by providing quick and easy to follow instructions, respond to how-to questions in order to guide partners in participating to and consuming OPN enablers and solutions, while also ensuring to regularly provide insights following partner interactions and feedback, in order to drive continuous partner experience enhancements.This role will fill in a Tier 1 Partner Assistance gap in Bucharest morning shift, with the required Qualifications below:

Required experience

• Advanced level of English and Italian / German is essential

• Embrace and adapt to constant change

• Master complexity (in order to be able to troubleshoot complex partner inquiries)

• Learning agility (ability to use past learning and apply them in a totally new situation and environment, consume available training materials and be conscious of the learning methods that best work for each)

• Collaboration (key for Tier 1 to Tier 2 and 3 interaction)

• Be proactive while addressing partner inquiries/challenges

What we will offer you

• A competitive salary with exciting benefits

• Learning and development opportunities to advance your career

• An Employee Assistance Program to support your mental health

• Hybrid working so you can do your best work

• Employee resource groups that champion our diverse communities

• Core benefits such as life insurance, and medical benefits

• An inclusive culture that celebrates what makes you unique

What you will do

• Identify partner facing breakdowns in the internal processes related to the Oracle Partner Network; afterwards, recommend proactive/corrective actions to 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 embrace the Oracle Partner Program by replying to their questions fast and efficiently

• Handle inbound queries from existing Oracle partners in a 24/5 Follow The Sun model

• 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

• Involvement in Pro-active activities with the objective of educating our Partner Ecosystem and ensuring Customer Success

• Proactively reach out to targeted persona and guide them through next steps of their journey

Responsibilities

• Identify partner facing breakdowns in the internal processes related to the Oracle Partner Network; afterwards, recommend proactive/corrective actions to 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 embrace the Oracle Partner Program by replying to their questions fast and efficiently

• Handle inbound queries from existing Oracle partners in a 24/5 Follow The Sun model

• 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

• Involvement in Pro-active activities with the objective of educating our Partner Ecosystem and ensuring Customer Success

• Proactively reach out to targeted persona and guide them through next steps of their journey

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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