As a technical support agent your primary responsibility will be to provide first level customer support for Opera Cloud and other related application products. Your tasks will involve resolving simple to moderately complex application functionality issues through various communication channels such as phone, service requests (SR), email, or chat.
Here are the typical duties associated with this role:
-Handling HUB tasks: Ensure that assigned tasks are managed and completed during your active shift. This includes prioritizing and addressing customer issues promptly and efficiently.
-Maintaining Service Request quality: Follow Service Request quality guidelines when documenting and updating entries in the system. Accurate and detailed information is crucial for effective troubleshooting and tracking customer inquiries.
-Resolving assigned Service Requests: Take ownership of assigned Service Requests and work towards resolving them within the defined service level agreements. These SRs will primarily be related to the web portals associated with Opera Cloud applications.
-Communication with customers: Interact with customers to understand and assess the nature of the issues they are facing with Oracle Cloud products. Act as a reliable point of contact for customers seeking assistance and support.
-Diagnosing issues: Utilize your technical knowledge and expertise to identify the root cause of customer issues. This may involve troubleshooting application functionalities, analyzing error messages, or reviewing system configurations.
-Providing solutions: Based on your assessment, advise customers on possible solutions to address their issues effectively. This may include providing step-by-step instructions, suggesting configuration changes, or recommending best practices.
-Assisting with fixes: Guide customers in implementing the recommended solutions or carry out the fixes yourself if necessary. Help customers navigate through the troubleshooting process and ensure they can resolve the issue successfully.
Technical guidance: Share your knowledge and provide technical guidance to other members of the support teams. Collaborate with team members to resolve complex issues and contribute to a collaborative and supportive work environment.
Career Level - IC1