Internal Customer Tech Support 1-IT

Job description

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.

Desired profile

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.
· 1.5 +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.

Should be flexible working in shifts, Weekends, Public Holidays
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.

Call Center, Service industry will be an added advantage

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

Call center experience will be an added advantage

MAC Experience will be an added advantage

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

Flexible for change of the Work location

This Job may warrant for working in shifts depending on the requirement (Morning, General, Evening, Night) May be rotational as well as fixed. General Shift Office transport is not an option.

Current opening is for General shift – 9 am till 6 pm without Office Transport