Customer Service Admin Support A4

VERY GOOD COMMUNICATION SKILLS & PHONE ETIQUETTE

3+ year of experience working for Customer support, handling minimum of 40+ calls per day

Good experience in identifying customer needs and helping customers towards resolution

Experience in working with US customer

Maintain a positive attitude and calmly respond to customer complaints

Handling escalation calls

Proven ability to adapt and work in high stress environments, as per business need

Must be willing to work in US rotational shifts

Candidates must be willing to work from office all 5 days

Team player

Career Level - IC0

In this role, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call and tickets. You will work directly with internal and external customers, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time. You will also be responsible for appropriately triaging and escalating issues, which requires a basic understanding of the different application products and solutions. The investigation and basic technical troubleshooting responsibilities include gathering information, using troubleshooting tools, capturing callers details, leveraging knowledge articles, shadowing end users, and achieving the resolution. The work is semi-routine in nature and requires both independent and collaborative work in a fast-paced environment. You will be responsible for adhering to regulatory policies, procedures, and customer requirements. You will also be responsible for maintaining the SLAs and set metric targets for the month.