Customer Service Specialist

Oracle; Bengaluru; In loco; INR 500.000 - 800.000; Tempo pieno

Descrizione del lavoro

Oracle Bengaluru is seeking a Customer Service Specialist to act as a primary contact for a wide range of Oracle products. You will address inquiries via phone or email, leveraging knowledge bases to diagnose issues and provide approved solutions.

You will contribute to knowledge creation and partner with internal teams to improve support quality. The role requires 3-5+ years of experience, strong problem-solving skills, and excellent English communication.

Competenze

• 3 to 5+ years of experience in technical support or customer service.
• Fluent English reading, writing and speaking.
• Strong analytical and problem-solving abilities.

Mansioni

• Handle inquiries via phone or email and provide timely, accurate resolutions.
• Research, replicate and test technical issues across Oracle product areas.
• Create and review Knowledge Base articles for common issues and less common questions.
• Collaborate with internal teams to address business problems and drive customer satisfaction.

Conoscenze

Impactful Communication

Problem Solving

SQL

Descrizione del lavoro

• Does this position require a security clearance? No
• Years 3 to 5+ 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 a wide range of products and services, fielding inquiries via phone or electronic means. Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s) as directed. Creates and reviews Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors. Collaborates with internal support teams on business problems or improvement opportunities. Participates in quality assurance review of customer impacting tools. Participates in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events. Reviews own support service performance metrics, independently.

Responsibilities

Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means.
-Resolves customer technical and/or non-technical inquiries across a variety of systems or products to ensure customer requests are handled appropriately and in a timely manner.
-Resolves pending and current customer incidents, associated customer communication, activities, and any appropriate escalation for a wide range of Oracle products and services. Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s), as directed.
-Leverages routine 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 minimal guidance.
-Identifies recurring trends, recognizing opportunities for product enhancements, and 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.
Technical Support and Solution Delivery-Technical Support Documentation:
-Updates service request documentation, independently.
-Creates and reviews Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-Develops a deep understanding of Oracle's support structure, assigned Oracle product ecosystem(s), and customer environment(s).
-Collaborates with internal support teams on business problems or improvement opportunities.
-Participates in quality assurance review of customer impacting tools.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-Participates in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events.
-Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.
Performance Monitoring and Management-Performance Monitoring and Management:
-Reviews own support service performance metrics, independently.
Additional Responsibilities (as needed)
Service Translation:
-Provides translation services for technical and non-technical inquiries for a number products and services, guiding less experienced peers.
Core Responsibilities
Planning & Execution:
-Completes moderately complex and/or ambiguous assigned tasks in accordance with project requirements. Shifts priorities and resources according to team needs, with some direction.
Collaboration & Partnership:
-Collaborates with team to deliver impactful work and provide support for team objectives. Leverages understanding of business, stakeholder, and/or customer needs to build partnerships within immediate and related teams.
Problem Solving
-Follows procedures to identify and resolve moderately complex or non-routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot errors, and helps team address routine issues.
Continuous Learning
-Actively seeks to build new knowledge and learn new skills and/or tools in one's area of specialization and relevant domains. Listens to, addresses, and seeks feedback, and role models proactively pursuing training to improve performance.
Continuous Improvement
-Recommends ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.

Required Skills

• Impactful Communication
• Problem Solving
• SQL

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.

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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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