19 May

Internal Customer Tech Support - Bangalore - Oracle

Position
Internal Customer Tech Support
Company
Oracle
Location
Bangalore KA
Opening
19 May, 2017 30+ days ago

Oracle as the company that open the jobs vacancy, have some qualification and spesification especially for the Internal Customer Tech Support jobs vacancy. To find out more information and about qualification and spesification details, walkin interview schedule, the address of the company, the company contact info (email/phone number) of Oracle company, please start to apply for the job vacancy with fill the jobs application with click the 'Apply This Job' button below.

Preferred Qualifications

As part of the Global Service Desk
within Oracle’s Global Information Technology organization, you will be
responsible for the front-line remote support of IT End user services across

Oracle’s worldwide business. The role will consist of:

  • Assess and resolve interruptions
or reductions of IT services

  • Analyze, validate and document
service requests as part of the incident management lifecycle

  • Follow standard practices and
procedures to identify system issues and escalate them it required

  • Review, understand, apply and
suggest improvements across all tools, work instructions and operating
procedures

used within daily
operations.

Qualifications, Education and/or Certifications

  • Bachelor’s degree in computer
science, engineering, math, physics or related technical field.

  • 1+years of related work
experience. (Call center experience, handling all IT related issues globally)

  • ITIL Foundation Certification
General

Excellent written and verbal English communication skills.

Be able to effectively communicate with people on both a
technical and non-technical level.

Ability to work within a global, remote workforce.

Self-motivated professional with the ability to work in a
pressured production environment while not compromising on

the quality of the service provided.

A focus on customer service / satisfaction.

Specific

Technical understanding and practical application of end

user support for:
Application support, MS Office,
Internet browsers, email applications

Operating systems, Windows, Linux,
Mac OS, mobile applications

CRM, ERP, sales and financial
applications

VPN, Remote support tools,
networking protocols

Desktop, Laptop, mobile devices,
printer

Anti Virus and encryption software

Basic network troubleshooting

Experience in Chat support will be an
added advantage

Knowledge content

Duties

Duties include, but are not limited to:
Handle incoming end user phone calls, Working on web SR’s
and chat requests in accordance to SLA and quality standards

Cross organizational (LOB) engagement

Participation in projects aimed at increasing operational
excellence

This Job may warrant for working in shifts depending on
the requirement (Evening, Night) May be rotational as well as fixed.

Detailed Description and Job Requirements

As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

As a member of the Help Desk, develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers. Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support according to established procedures. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.

One to two years experience supporting medium to large applications, working directly with internal/external clients, and providing user support of IBM PC/Windows network custom business applications preferred. Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail preferred. Ability to develop a working knowledge of assigned company products, interact effectively with other technical and non-technical resources, and quickly establish comfortable and effective working relationships. Demonstrate ability to analyze and evaluate complex data, manage multiple tasks at one time, and problem solve to meet deadlines.


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