Internal Customer Tech Support A3-IT

Oracle

Bangalore, Karnataka
Permanent
Full-time

2 months ago

Job Description:Oracle Cerner is elated to hire a Support Technician. As a Support Technician you will, serve as the first line investigate and resolve client problems received via phone, ticket, or other electronic means. In this role, you will recognize when to escalate issues by using applicable monitoring and troubleshooting tools, and provide exceptional customer service in person, via phone and email, as appropriate. Your responsibilities also include, performing troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally. You will also, research and use a knowledge base of information to quickly understand and diagnose issues. Additionally, you will adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements.As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real-time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.Responsibilities:Must have:

VERY GOOD COMMUNICATION SKILLS & PHONE ETIQUETTES.
Good knowledge of Windows & Mac OS.
Good knowledge of MS office.
Minimum 1 year of experience working in technical support.
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/Citrix/VMWare/Exchange Online/Network/Software & Hardware issues

Ability to install & troubleshoot windows/MAC Operating Systems, VM, Citrix and Exchange.As a member of the Help Desk, provide first-level phone support to internal employees and/or outsourcing customers. Provide information to customers. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Which includes being a United States Affirmative Action Employer

Oracle

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