Oracle
Technical Analyst 2-Support
Job Description
Responsibilities:
- Technical Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
- Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
- Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and best practices.
- Continuous Learning & Analytical Skills: Stay updated with cloud technologies, analyze support trends, and implement proactive measures to enhance service quality.
- Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
- Proactive Support: Anticipate potential issues and provide proactive support to prevent disruptions.
- Enable Support: Empower teams with best practices, training, and resources for effective customer assistance.
- Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.
Career Level - IC2
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