VetJobs - The Leading Military Job Board

Job Description

Job Summary:

As a Service Desk, you will be the first point of contact for customers seeking technical assistance over email, phone, or ticketing system tool. You will provide support to customers, troubleshoot technical issues, and offer timely resolutions. Proficiency in English at the C1 level is necessary to communicate effectively with our English-speaking customers. Your excellent communication skills and technical knowledge will play a crucial role in delivering high-quality customer service and ensuring client satisfaction.

Responsibilities:

• Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.

• Communicate with English-speaking customer fluently at the C1 level to understand and address their technical needs.

• Respond to support requests via phone, email, or ticketing tool system and ensure timely resolution of issues.

• Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users.

• Escalate complex technical issues to appropriate cross-functional teams: Sessions, Signaling, Apps support teams for further investigation and resolution.

• Log all support requests and interactions in the ticketing system, ensuring accurate and detailed documentation.

• Maintain and update knowledge base articles in English to facilitate efficient issue resolution and self-service options for end-users.

• Collaborate with other team members to address common technical challenges and share best practices.

• Assist in onboarding new employees, setting up workstations, and providing orientation to IT policies and procedures.

• Provide remote support to clients, troubleshooting issues on their computers or devices.

• Adhere to service level agreements (SLAs) and maintain a high level of customer service and professionalism.

• Stay up-to-date with the latest technology trends and developments in the IT industry.

• Responsible for understanding and improving customer satisfaction scores for their overall team

• Recommends alterations and identifies areas to improve for processes that they manage

• Participates in the development and improvement of processes while working with other cross-functional teams

• Has an expert understanding of the service desk process and the ability to articulate it in any situation

• Report and triage system issues to the proper channels

Requirements:

• Excellent knowledge of call center operations, best practices, and customer service principles

• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders

• Technical aptitude and knowledge of networking.

• Familiarity with ticketing systems and remote support tools.

• Ability to multitask and prioritize workload to meet SLAs and deadlines.

• Problem-solving skills and the ability to think analytically to diagnose and resolve technical issues.

• Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively

• Customer-oriented approach with a focus on delivering exceptional service and building positive client relationships.

• A degree or certification in a relevant IT field is a plus.

• Fluency in written and spoken English C1

Career Level - IC1

Responsibilities

Job Summary:

As a Service Desk, you will be the first point of contact for customers seeking technical assistance over email, phone, or ticketing system tool. You will provide support to customers, troubleshoot technical issues, and offer timely resolutions. Proficiency in English at the C1 level is necessary to communicate effectively with our English-speaking customers. Your excellent communication skills and technical knowledge will play a crucial role in delivering high-quality customer service and ensuring client satisfaction.

Responsibilities:

• Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.

• Communicate with English-speaking customer fluently at the C1 level to understand and address their technical needs.

• Respond to support requests via phone, email, or ticketing tool system and ensure timely resolution of issues.

• Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users.

• Escalate complex technical issues to appropriate cross-functional teams: Sessions, Signaling, Apps support teams for further investigation and resolution.

• Log all support requests and interactions in the ticketing system, ensuring accurate and detailed documentation.

• Maintain and update knowledge base articles in English to facilitate efficient issue resolution and self-service options for end-users.

• Collaborate with other team members to address common technical challenges and share best practices.

• Assist in onboarding new employees, setting up workstations, and providing orientation to IT policies and procedures.

• Provide remote support to clients, troubleshooting issues on their computers or devices.

• Adhere to service level agreements (SLAs) and maintain a high level of customer service and professionalism.

• Stay up-to-date with the latest technology trends and developments in the IT industry.

• Responsible for understanding and improving customer satisfaction scores for their overall team

• Recommends alterations and identifies areas to improve for processes that they manage

• Participates in the development and improvement of processes while working with other cross-functional teams

• Has an expert understanding of the service desk process and the ability to articulate it in any situation

• Report and triage system issues to the proper channels

Requirements:

• Excellent knowledge of call center operations, best practices, and customer service principles

• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders

• Technical aptitude and knowledge of networking.

• Familiarity with ticketing systems and remote support tools.

• Ability to multitask and prioritize workload to meet SLAs and deadlines.

• Problem-solving skills and the ability to think analytically to diagnose and resolve technical issues.

• Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively

• Customer-oriented approach with a focus on delivering exceptional service and building positive client relationships.

• A degree or certification in a relevant IT field is a plus.

• Fluency in written and spoken English C1

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