These people s---. They log SRs as 24x7 while looking for answers on questions. These people are not qualified yet alone should be working in Oracle. They also want us support people to do their job for them. More likely fudging their resumes so they can get a job and all they do is log SRs all day.
Screw em and fire them and leave us support engineers alone!
Ocs - first line of defense
Most sales involve ocs
Here’s another salient poIsn’t for you, from sales:
How about help customers EVERY DAY solve problems and become happy customers. It would really help all of us . Not to mention get you some job security. At least as much security as anyone can have when working in a company now run by mr. Crazy himself. Mark Hurd.
A few salient points:
Support would get 5-10X more Service Requests from customers if OCS was not engaged.
Customers frequently demand that Service Requests be submitted by OCS. They really have no choice but to do so.
OCS is a Profit Center. The more OCS hours that are billed, the greater the revenue for the company. Support is a Cost Center. The more hours consumed, the lower the margin.
OCS identifies incremental cloud, license, hardware, and service opportunities, and works with the relevant sales teams to drive new revenue.
OCS identifies new product functionality needed by customers and feeds this to Product Management.
I could go on...
Please suggest ways that we could all work better together to improve customer satisfaction?