Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means. 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.
Technical Support and Solution Delivery-Customer Support and Advocacy:
Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
Provides technical support to customers by answering technical questions, troubleshooting and resolving simple issues related to assigned Oracle product(s).
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.
Technical Support and Solution Delivery-Technical Support Documentation:
Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
Technical Proficiency and Support Enhancement-Technical Support Improvement:




Begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices, based on customer feedback and/or operational insights.
Performance Monitoring and Management:
~ Monitors and executes own support service performance metrics, with some guidance.

Analyze and investigate configuration-related issues reported by clients or stakeholders.
Communicate risks, delays, scope changes, or dependencies proactively.
Translate technical configurations into understandable explanations for non-technical stakeholders.
Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.
Update configuration tracking tools, change logs, and documentation.
Maintain audit readiness and follow ITIL-based change management processes.
Services Translation:
~ Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.

Change Configuration and Implementation:
Manage end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.
Ensure builds follow established configuration guidelines and maintain consistency across environments.
Requirements Gathering And Analysis
Estimate work effort, clearly define scope, and document configuration details for each change request. Testing & Quality Assurance
Conduct unit, functional, and integration testing for all changes made.
Planning & Execution:




~ Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision. Follows direction to prioritize work and adjust to shifts in resources or timelines.

Collects and reviews basic data and/or information to troubleshoot common errors.

Incorporates feedback and participates in training to improve skills.

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📌 Customer Service Advisor - Flexible Shift Patterns (Bengaluru)
🏢 Oracle
📍 Bengaluru