Customer Service Coordinator

Oracle Corporation; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Oracle in Bengaluru is seeking a customer-focused Helpdesk/Support Associate to field inquiries via phone and email, following established protocols and using the Knowledge Base to address known issues. You will resolve technical and non-technical inquiries across multiple Oracle products, escalate when needed, and document service requests while monitoring basic performance metrics.

This role emphasizes collaboration with internal teams, continuous learning, and translating complex issues for

Qualifications

• Experience in customer service or technical support preferred.
• Ability to communicate clearly with internal teams and customers.
• Familiarity with remote desktop tools and knowledge bases.

Responsibilities

• Serve as a point of contact for inquiries via phone or email.
• Resolve customer technical and non-technical issues across Oracle products.
• Escalate complex issues to the appropriate teams and document outcomes.

Skills

Customer Service

Problem Solving

Remote Desktop Services

Technical Communication

Technical Support

Job description

• Does this position require a security clearance? No
• Years 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

Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means. Follows established protocols and uses Knowledge Base to address known issues, as directed. Updates service request documentation with limited guidance. Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance. Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance. Monitors own support service performance metrics, with some guidance.

Responsibilities

• Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means.
• Resolves customer technical and/or non-technical inquiries for several systems or products to ensure customer requests are handled appropriately and in a timely manner.
• Facilitates resolution of customer incidents, associated customer communication, activities, and any appropriate escalation for an expanded set of Oracle products and services.
• Follows established protocols and uses Knowledge Base to address known issues, as directed.
• Leverages basic understanding of fix delivery and product certification to research, re-create, and test novel technical issues for assigned product area(s) reported by customers to identify a resolution, with some guidance.
• Identifies basic recurring trends, documenting and elevating for relevant resolver groups.
• Escalates novel technical issues to appropriate support team for resolution, and follows up with customer on service request to communicate resolution and ensure all issues are resolved.
• Updates service request documentation with guidance.
• Builds awareness of Oracle's support structure, assigned Oracle product ecosystem, and customer environment.
• Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance.
• Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.
• Monitors own support service performance metrics, with some guidance.
• Provides translation written and verbal services for technical and non-technical inquiries for products and services, with guidance.
• Completes assigned tasks in accordance with project requirements with minimal instructions. Shifts priorities and resources according to team needs, with some direction.
• Works with team members to better understand expectations and help achieve team objectives with some guidance. Applies fundamental understanding of business and/or stakeholder needs to provide support to team.
• Follows standard procedures to identify and resolve routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot routine errors, with moderate guidance.
• Builds knowledge and learns new skills and/or tools aligned with area of specialization as directed. Incorporates feedback and pursues new training opportunities to improve skills.
• Works with team to identify ways to increase efficiency and effectiveness of standard and some non-standard processes, protocols, and workflows.

Required Skills

• Customer Service
• Problem Solving
• Remote Desktop Services
• Technical Communication
• Technical Support

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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 [e-mail] 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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