Oracle Recruitment Drive | Hiring Cloud Support Engineer – Fresher / Experienced

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.
• Experience Required: 0 to 2+ years
• 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.

Job Description and 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.
• 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.