Support Analyst

Job Description

You will resolve end user inquiries via phone and electronic means. Your focus is to provide level one support including problem resolution within published goals using the Knowledge Base, use Web Resources, etc. to resolve issues. In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer end user issues including, but not limited to: account access, printer support, network drive access, and electronic support troubleshooting, Handle open service requests that are dispatched, analyze the hardware or software problem and write case notes in the tracking system.

Responsibilities

Responsibilities include:

• Responding promptly to helpdesk tickets via phone, email, or web-based channels
• Troubleshooting and resolving customer issues using established procedures and resources
• Documenting all customer interactions and resolutions in a ticketing system
• Escalating complex or unresolved issues to the appropriate technical teams and providing clear, concise case notes
• Assisting with onboarding and support for new/existing users
• Collaborating closely with team members to ensure timely and accurate issue resolutions
• Maintaining a high standard of customer service and professionalism in all interactions
  
  
  

Qualifications

Career Level - IC0

About Us

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 everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

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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