Job Title: Oracle HCM Helpdesk Analyst
Location & Work Model: Remote
Department: Global Customer & IT Support
About the Role:
Join our global support team as the first point of contact for our US-based users. You will be instrumental in providing timely, clear, and effective technical assistance, ensuring a seamless and positive customer experience. Your exceptional communication skills are the key to success in this role.
Key Responsibilities:
- Provide Tier 1 technical support via phone and chat, acting as the initial point of contact for incoming user queries and issues.
- Perform accurate diagnostics, troubleshoot basic hardware, software, and network issues, and escalate complex tickets to Tier 2 teams with detailed notes.
- Log, track, and manage all incidents and service requests using our IT Service Management (ITSM) tool, ensuring accurate and timely documentation.
- Adhere to established Service Level Agreements (SLAs) for response and resolution times.
- Maintain a high standard of customer service, demonstrating empathy, patience, and professionalism in all interactions.
Must-Have Qualifications:
- 1-3 years of proven experience in a technical contact center, help desk, or IT support role.
- Exceptional, clear, and fluent English verbal communication skills are non-negotiable.
- Proven ability to understand various English accents, including American Southern accents.
- Excellent written English skills for professional ticket documentation and chat/email support.
- Customer-focused attitude with strong problem-solving and active listening abilities.
- Ability to work flexible shifts to provide coverage during core US business hours.
