Technical Analyst 2-Support

The Technical Support Engineer you are responsible for providing timely and accurate technical assistance to Oracle Cloud customers through live chat. This role involves troubleshooting and resolving technical issues related to Oracle Cloud Infrastructure (OCI) services, ensuring seamless customer experience, and maintaining high satisfaction levels. The engineer will work closely with internal teams to resolve escalations and contribute to knowledge sharing within the support organization.

• Technical Cloud Support & Troubleshooting : Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
• Customer Engagement & Relationship Building : Foster positive customer relationships by delivering exceptional support and understanding their needs.
• Knowledge Management & Documentation : Contribute to maintaining an up-to-date knowledge base, documenting solutions and share best practices.
• Continuous Learning & Analytical Skills : Stay updated with cloud technologies, identify support trends, and implement proactive measures to enhance service quality.
• Feedback and Improvement : Provide feedback to enhance customer experience and collaborate with teams to improve services.
• Escalation Handling & Metrics Reporting : Handle escalations, maintain accurate records, and provide insights for continuous improvement.

Career Level - IC2