Oracle

Technical Analyst 2-Support

Job Description

Responsibilities: 

  1. 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. 
  2. Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs. 
  3. Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and best practices. 
  4. Continuous Learning & Analytical Skills: Stay updated with cloud technologies, analyze support trends, and implement proactive measures to enhance service quality. 
  5. Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services. 
  6. Proactive Support: Anticipate potential issues and provide proactive support to prevent disruptions. 
  7. Enable Support: Empower teams with best practices, training, and resources for effective customer assistance. 
  8. Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.

Career Level - IC2


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