Independently serves as the 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 needed.
Creates, reviews, and/or publishes Knowledge Base articles on less common
functionality-related questions and common issues addressed by Operational
contributors. Contributes to quality assurance review of customer impacting
tools. Assists in support service improvement projects and initiatives that help
drive customer satisfaction and reduce customer-impacting events. Reviews and
analyzes own support service performance metrics.

RESPONSIBILITIES

Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-Independently serves as the 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 all systems




or products in their respective specializations 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 across Oracle products
and services all in their respective specializations, coaching or mentoring
others.
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
needed.
-Leverages advanced 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.
-Provides input on identifying recurring trends and product enhancements
opportunities, a

📌 Senior Customer Service Specialist (India)
🏢 Oracle
📍 India