Senior Technical Support & Knowledge-Base Specialist

Oracle; Kansas City (MO); On-site; USD 40,000 - 76,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

FSAs

Job summary

Oracle is seeking a technical support professional in the United States who serves as the point of contact for a wide range of products and services, addressing inquiries via phone or email. You will leverage Knowledge Base to research issues, recreate and test problems, and publish Knowledge Base articles to assist customers.

You will collaborate with internal teams to resolve incidents, provide documentation, and contribute to service improvement initiatives aimed at increasing customer

Responsibilities

• Respond to customer inquiries via phone or email across Oracle products and services.
• Troubleshoot, research, recreate, and test technical issues using Knowledge Base and protocols.
• Publish or update Knowledge Base articles on common issues and their resolutions.
• Escalate novel or complex issues to the appropriate resolver groups and track resolution with customers.
• Review and analyze own support service performance metrics and contribute to service-improvement initiatives.

Job description

Oracle is seeking a technical support professional in the United States who serves as the point of contact for a wide range of products and services, addressing inquiries via phone or email. You will leverage Knowledge Base to research issues, recreate and test problems, and publish Knowledge Base articles to assist customers.

You will collaborate with internal teams to resolve incidents, provide documentation, and contribute to service improvement initiatives aimed at increasing customer