Job Description

Must have:
 

• VERY GOOD COMMUNICATION SKILLS & PHONE ETIQUETTES.
• Good knowledge of Windows & Mac OS.
• Experience managing Active Directory accounts.
• Ability to install & troubleshoot MS Office, Printer, Citrix, VMware, Software & Hardware issues.
• Minimum 1 year of experience working in technical support supporting global customers.
• Must be willing to work in US Shifts.

Good to have:

• Preferred neutral accent.
• Call handling skills (proper escalation & ownership of call etc).
• Proven track record for identifying and quickly resolving a wide variety of Windows/MAC/SCCM/Azure/VMWare/Exchange Online/Network.

Career Level - IC0

Responsibilities

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: Windows, MAC, SCCM, Citrix, Active Directory accounts, Printer issues, Software & Hardware issues etc. Handle incoming calls by analyzing the issue and following appropriate Knowledge Base articles to implement necessary fixes. Document case notes in the ticket tracking system and escalate incidents when appropriate. Work is semi-routine in nature. Support may be delivered via phone or electronic channels like web and position will work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

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