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
Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:

-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.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

-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.
Technical Support and Solution Delivery-Technical Support Documentation:

-Updates service request doc

📌 Customer Service Coordinator (India)
🏢 Oracle
📍 India