Oracle is hiring for Cloud Support Engineer

Basic Job Details

Company Name: Oracle

Position: Cloud Support Engineer (Chat)

Experience: 0 to 2+ years

Location: Bengaluru, Karnataka, India

Qualification: Bachelor’s degree

Salary: Upto 12 LPA (Expected)

Job Description

Technical and Account Assistance:

Provide timely and accurate help with technical and account-related issues through chat.

Address various inquiries, from basic usage questions to complex technical problems.

Problem Solving:

Investigate and diagnose technical issues following set protocols.

Work with customers and support teams to find root causes and recommend effective solutions.

Customer Engagement:

Build positive relationships with customers through excellent service and support.

Understand customer needs, empathize with their challenges, and maintain professionalism in all interactions.

Knowledge Base:

Help create and maintain an updated knowledge base.

Document common issues, solutions, and best practices to assist both customers and team members.

Continuous Learning:

Stay updated on the latest in cloud technologies, product updates, and industry trends.

Participate in training to improve technical knowledge and customer service skills.

Feedback Loop:

Provide feedback to service teams about customer issues, feature requests, and service improvements.

Collaborate with different teams to enhance the user experience.

Metrics and Reporting:

Keep accurate records of customer interactions, including resolved issues, response times, and satisfaction ratings.

Provide regular reports and insights to team leads and management.

Qualifications

1. A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
2. Relevant experience with any bachelor’s degree is also acceptable.
3. Strong written and verbal communication skills.
4. Ability to convey technical information clearly to both technical and non-technical customers.
5. A passion for delivering excellent customer service.
6. Patience, empathy, and a customer-first attitude.
7. Excellent time management skills.
8. Capability to handle multiple customer interactions simultaneously while maintaining high responsiveness.

Responsibilities

1. Provide timely and accurate technical and account-related help through chat.
2. Address various inquiries, from basic usage questions to complex technical problems.
3. Investigate and diagnose technical issues following set protocols.
4. Work with customers and support teams to find root causes and recommend effective solutions.
5. Build positive relationships with customers through excellent service and support.
6. Understand customer needs, empathize with their challenges, and maintain professionalism in all interactions.
7. Help create and maintain an updated knowledge base.
8. Document common issues, solutions, and best practices to assist both customers and team members.
9. Stay updated on the latest in cloud technologies, product updates, and industry trends.
10. Participate in training to improve technical knowledge and customer service skills.
11. Provide feedback to service teams about customer issues, feature requests, and service improvements.
12. Collaborate with different teams to enhance the user experience.
13. Keep accurate records of customer interactions, including resolved issues, response times, and satisfaction ratings.
14. Provide regular reports and insights to team leads and management.

Important Links

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