Technical Analyst 2-Support
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Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
The Technical Support Engineer Chat is responsible for providing timely and accurate technical assistance to Oracle Cloud customers through live chat. This role involves troubleshooting and resolving technical issues related to Oracle Cloud Infrastructure (OCI) services ensuring seamless customer experience and maintaining high satisfaction levels. The engineer will work closely with internal teams to resolve escalations and contribute to knowledge sharing within the support organization.
Responsibilities
- Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues collaborating with cross-functional teams to identify solutions.
- Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
- Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base documenting solutions and share best practices.
- Continuous Learning & Analytical Skills: Stay updated with cloud technologies identify support trends and implement proactive measures to enhance service quality.
- Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
- Escalation Handling & Metrics Reporting: Handle escalations maintain accurate records and provide insights for continuous improvement.
Qualifications & Requirements:
- Education: Bachelors degree in Computer Science Information Technology or a related engineering field (preferred).
- Technical: Understand the basics of Oracle Cloud Services VPN configuration Virtualization Single Sign-On (SSO) OAuth Multi-Factor Authentication (MFA) Access Management and User and Group Management.
- Non-Technical: Cost estimation Quota management Oracle account access assistance Account sign-up troubleshooting Oracle product and service queries.
- Certifications:
- Oracle Cloud Infrastructure Foundations Associate certification (preferred).
- Additional certifications such as AWS Cloud Practitioner or Microsoft Azure Fundamentals are a plus.
- Soft Skills:
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical thinking abilities.
- Customer-centric approach with patience and empathy.
- Ability to multitask and remain composed under pressure in a fast-paced environment.
Qualifications
Career Level - IC2
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when eve ... View more
