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About the Role
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s). Coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and learns to create Knowledge Base articles and/or troubleshooting guides for resolving issues. Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues. Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.
Responsibilities
- Serve as a point of contact for customers, fielding inquiries via phone or electronic channels.
- Provide technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s).
- Coordinate with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues.
- Maintain service request and/or product documentation.
- Learn to create Knowledge Base articles and/or troubleshooting guides for resolving issues.
- Provide assistance to internal teams and stakeholders on diverse customer situations and technical issues.
- Leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
- Identify potential enhancements to existing support processes, workflows, guidelines, and best practices.
Requirements
- Must be able to troubleshoot and resolve simple issues.
- Must be able to coordinate with experienced peers.
- Must be able to maintain documentation.
- Must be able to create Knowledge Base articles and/or troubleshooting guides.
- Must be able to provide assistance to internal teams and stakeholders.
- Must be able to leverage automation/tooling.
- Must be able to identify potential enhancements to existing support processes.
Skills
- Technical support
- Troubleshooting
- Problem-solving
- Customer service
- Communication
- Documentation
- Knowledge Base creation
- Automation tooling
- AI Assistance
Benefits
- Flexible medical
- Life insurance
- Retirement options
- Volunteer programs
About the Company
- Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care.
- AI is embedded across Oracle's products and services.
- Oracle is leading the way in AI and cloud solutions that impact billions of lives.
Equal Opportunity
- Oracle is 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 emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.
- 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.