- Provide escalation management for HW/SW critical issues- Remotely assemble and lead virtual resolution teams- Drives technical action plans to resolve issues- Prioritize critical path for SR/Bugs- Ensures high communication across all parties through management & technical bridge calls, written reporting- Sets and manages de-escalation criteria- Avoid escalations through proactive efforts- Monitoring high severity issues 24x7- Understands customer projects across entire footprint vs. a silo view.- Provide a named/known resource familiar to the customer- Accelerates situation containment through customer context.- Mitigate higher level escalation by providing a direct critical escalation path for key customer contacts

- Work with team of leaders to ensure that customer support specialist provide daily coverage of support line, and 24x7 on-call emergency support- Participate in escalation process and dissemination of information on support problems/resolutions- Ensure all active clients have a customer support specialist assigned to them- Ensure all clients are satisfied and productive, and are provided appropriate service according to their Service Level Agreements- Identification and resolution of issues/problems with support tools- Assessment of additional needs for support tools- Co-ordinate new release training, distribution of information, and delivery of software- Identify process improvements for escalation procedures, training material, departmental procedures and hand -off process for new clients- Verify new product releases and modifications to determine the impact on customer support department- Production and circulation of management reports as required- Participation in cross-functional projects as required- Provide open communications channel with other departments within Oracle Canada- Create, maintain and manage the customer support budget.

- Handle customers calls, through effective problem solving, proactive customer management, and exhibited "best practice" style of customer support- Accurately installed InSystems products at customer sites- On-call 24x7 emergency support for products- Ensure clients as part of Account Management principle are satisfied and are productive- Provide information on releases, changes to the clients- Maintain customer satisfaction by following up upon completion of support issues- Accurately report all support calls into the help desk software system.- Escalate unsolved and/or critical problems as outlined in the escalation process- Document and circulate identified solutions to other customer support team members- Assist in testing, preparation and distribution of new product releases- Assist in the creation and maintenance of support materials such as website FAQ, or other documentation and training materials- Facilitate training courses for InSystems' products either at the client site or in-house- Work in conjunction with other departments to ensure proactive customer support is provided

- Identify, develop and execute an individual development plan with management assistance.- Participate in team meetings and training sessions as well as seek out knowledge sharing within theteam.- Manage all severity and some escalated issues within guidelines; Accountable in representingcustomer expectations and communicating to proper internal resources.- Utilize automated technology and instrumentation to diagnose, document, and resolve customerissues.- Engage in connected sessions with customers as necessary to work/resolve customer situations.- Promote, train, and instruct customers on the use of Oracle tools and processes.- Work with senior level engineers to identify, log and work bug related issues with Development.- Create/modify/review just-in-time articles within knowledge management tools.- Network across teams within your competency to gain visibility within the organization.- Participate in the system administration and maintenance of support workstations.- Take action when observing internal system issues by engaging appropriate resources.- Provide highest level of customer service by taking ownership of the issue and holding yourselfaccountable for the service provided.