Job Description

As a member of the Support organization, your primary focus is to provide post-sales support and solutions to the Oracle customer base while advocating for customer needs. This role involves handling customer inquiries via phone, email, and Service Requests, as well as addressing technical queries related to troubleshooting within our Electronic Support Services You'll play a key role in maintaining customer relationships, and you'll also assist internal Oracle employees with various customer situations

• Focus on delivering support and solutions to Oracle's customers.

• Guide and support customers throughout the product life cycle for successful product use.

• Act as the primary Company-customer link, sharing a point of view in processes, applications, and technology.

• Handle both non-technical and technical inquiries through phone, email, or ticketing system

• Act as a key contact point for customer relationships and internal assistance.

• Collaborate with customer IT staff for technical issue resolution (SQL / UNIX required), prioritizing communication, resource use, and timely progress.

• Work with general guidance from senior engineers, sometimes independently.

• Aim for highest customer satisfaction while working independently.

• Handle partner concerns and ensure smooth problem resolution.

• Solid understanding of cloud computing principles and functionalities, including IaaS, PaaS, and SaaS.

• Bachelor's Degree in Computer science (B.Tech & BE Preferred), with two years of related experience.

Join us in ensuring customer satisfaction through effective support and problem-solving!

Career Level - IC2

Responsibilities

Responsibilities and Needed Skills

• Ability to coordinate, organize, and prioritize work activities for self and others is a must.

• Excellent proven customer service skills.

• Ability to clearly document processes and activities, maintain service desk records including incident reports and knowledge base articles.

• Willingness to work 24 x 7, including weekends and shifts as needed.

• Ability to diagnose and resolve basic technical issues.

• Escalate unresolved or complex issues to senior analysts or other IT teams.

• Proficient in English with excellent communication skills.

• Customer-oriented attitude.

• Ensure timely resolution of issues while adhering to service level agreements (SLAs).

• Ability to multitask and handle diverse responsibilities.

• Able to build relationships with key stakeholders and senior management.

• Escalate unresolved or complex issues to senior analysts or other IT teams.

• Familiarity with IT service desk metrics and processes.

• SQL, UNIX required as well as Oracle Database.

Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that encourages thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits crafted on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to build the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. To perform crucial job functions.

That’s why we’re committed to crafting a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re encouraged to go beyond what’s been done before.

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