Job Summary
This role serves as a primary point of contact for customers, providing post-sales support for both non-technical and technical inquiries related to Oracle's Electronic Support Services.
The position involves case management, troubleshooting, and stakeholder coordination, ensuring timely resolution of issues while maintaining strong customer relationships. The role requires strong communication skills, technical aptitude, and the ability to operate effectively in a fast-paced, shift-based environment.
Key Responsibilities
- Handle high-volume customer support requests via phone, email, and electronic systems.
- Create, track, and update support cases in internal systems, ensuring accurate documentation.
- Troubleshoot and resolve technical and non-technical issues, including internet, system, and application-related queries.
- Perform incident triage and apply known fixes or escalate to appropriate teams when required.
- Act as a customer advocate, ensuring timely updates and high-quality resolution of issues.
- Manage and resolve escalations in line with defined SLAs and company procedures.
- Collaborate with internal teams and third-party vendors to resolve complex issues.
- Maintain regular communication with customers regarding case progress and outcomes.
- Meet or exceed individual and team performance metrics (quality, productivity, SLA adherence).
- Continuously build knowledge of Oracle products, support tools, and customer environments.
Qualifications & Skills
Mandatory
- Bachelor's degree with 3-5 years of experience in customer support, technical support, or hospitality industry roles.
- Strong customer service and communication skills (verbal and written).
- Basic knowledge of databases, operating systems, and networking concepts.
- Experience in internet troubleshooting and issue diagnosis.
- Ability to manage multiple tasks and work under pressure in a high-volume environment.
- Strong analytical and problem-solving skills.
- Willingness to work in shifts, including weekends.
Good-to-Have
- Experience with Oracle/Micros products or similar enterprise systems.
- Familiarity with Oracle Financials, Service tools, or Electronic Support Systems.
- Multilingual proficiency to support global customers.
- Experience working with ticketing or case management systems.
Self-Assessment Questions
- Do I have experience handling customer support queries in a high-volume, SLA-driven environment
- Am I comfortable troubleshooting basic technical issues related to systems, networks, or applications
- Can I effectively communicate with customers and manage escalations professionally
- Am I able to prioritize multiple cases and work under pressure while maintaining quality
- Am I flexible to work in shift-based roles, including weekends, to support global customers
Career Level - IC1
