Cloud Support Engineer (Chat)

  • Full Time
  • Bengaluru
  • Posted 4 weeks ago
  • 240 Views

Job Identification 242245
Job Category  Support
Role Individual Contributor
Job Type Regular Employee
Does this position require a security clearance? No
Experience 0 to 2+ years
Additional Info   Visa / work permit sponsorship is not available for this position
Applicants are required to read, write, and speak the following languages   English
Job Description
Technical and Account related Assistance: Provide timely and accurate technical and account related assistance to customers using our cloud services through a chat-based communication channels. Address a wide range of inquiries, from basic usage questions to complex technical issues.
Solve: Investigate and diagnose technical issues reported by customers, following established protocols and guidelines in KM. Collaborate with customers, support and service teams to identify root causes and recommend effective solutions !
Customer Engagement: Develop positive relationships with customers by delivering outstanding customer service and support. Understand their needs, empathize with their challenges, and maintain a professional and courteous demeanour throughout interactions.
Knowledge Base: Contribute to the creation and maintenance of an up-to-date knowledge base. Document common issues, solutions, standard methodologies, and fix steps to assist customers and fellow team members.
Continuous Learning: Stay up-to-date with the latest developments in cloud technologies, product updates, and industry trends. Participate in training sessions to expand your technical knowledge and customer service skills.
Feedback Loop: Provide feedback to the service teams regarding customer problems, feature requests, and areas for improvement in our cloud services. Collaborate with multi-functional teams to enhance the user experience.
Metrics and Reporting: Maintain accurate records of customer interactions, including issues resolved, response times, and customer satisfaction ratings. Provide regular reports and insights to support team leads and management.
Qualifications:

Technical Background: A bachelor’s degree in computer science, information technology, or a related field is preferred (or) relevant experience with any bachelor’s degree.
Communication Skills: Exceptional written and verbal communication skills. Ability to convey technical information clearly and concisely to both technical and non-technical customers.
Customer-Centric: A passion for delivering outstanding customer experiences. Patience, empathy, and a customer-first demeanor are essential.
Time Management: Excellent time management skills with the ability to balance multiple customer interactions simultaneously while maintaining a high level of responsiveness.
Career Level – IC2
Responsibilities
Technical and Account related Assistance: Provide timely and accurate technical and account related assistance to customers using our cloud services through a chat-based communication channels. Address a wide range of inquiries, from basic usage questions to complex technical issues.
Fix: Investigate and diagnose technical issues reported by customers, following established protocols and guidelines in KM. Collaborate with customers, support and service teams to identify root causes and recommend effective solutions.
Customer Engagement: Foster positive relationships with customers by delivering exceptional customer service and support. Understand their needs, empathize with their challenges, and maintain a professional and courteous demeanour throughout interactions.
Knowledge Base: Contribute to the creation and maintenance of an up-to-date knowledge base. Document common issues, solutions, standard methodologies, and fix steps to assist customers and fellow team members !
Continuous Learning: Stay up-to-date with the latest developments in cloud technologies, product updates, and industry trends. Participate in training sessions to expand your technical knowledge and customer service skills.
Feedback Loop: Provide feedback to the service teams regarding customer problems, feature requests, and areas for improvement in our cloud services. Collaborate with multi-functional teams to enhance the user experience.
Metrics and Reporting: Maintain accurate records of customer interactions, including issues resolved, response times, and customer satisfaction ratings. Provide regular reports and insights to support team leads and management.

About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

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Disclaimer:

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.

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