Customer Service Analyst - Technical Support (on-site Orlando, FL OR Columbia, MD)
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
This job is on-site in Columbia, MD or Orlando, FL. It is a full-time, shift-based role; shifts assigned based on workforce need at time of hire.
Some of what we do:
- Be the first line of telephone contact for our customer base - You are the face of Oracle Support
- Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear
- Provide first line application support for a wide range of product or systems related service requests
- Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines
- Analyze, troubleshoot and resolve customer issues, working towards the resolution at first level within a timely manner or work with your manager or team lead to reassign to the appropriate resource or group
- Take ownership of SRs and monitor through to resolution - this includes SRs passed to other teams or external partners
- Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress
- Contribute to Knowledge by actively commenting and providing feedback on KM articles.
- May reproduce technical issues that customers report in a test environment in order to troubleshoot & resolve
- Carry out other duties as reasonably requested by your line manager
Career Level - IC1
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