Oracle Fusion Cloud Applications Support Analyst

Our NCR is looking for Oracle Fusion Cloud Applications Support Analyst to join our dynamic team and embark on a rewarding career journey.

• A support analyst, also known as a technical support analyst or help desk analyst, is a professional who provides technical assistance and resolves issues for customers or internal users of a product, software, or service
• The primary responsibilities of a support analyst typically include: Issue Resolution: Support analysts handle customer or user inquiries and troubleshoot technical issues
• They investigate problems reported by users, identify the root cause of the issue, and provide solutions or workarounds to resolve the problem
• This may involve remote assistance, phone support, email communication, or using a ticketing system to track and manage support requests
• Customer/User Interaction: Support analysts engage in effective and empathetic communication with customers or users
• They listen attentively, ask relevant questions to understand the issue, and provide clear instructions or explanations to help users resolve their problems
• They maintain a professional and friendly tone throughout the interaction
• Technical Expertise: Support analysts possess in-depth knowledge of the product or service they support
• They are familiar with the software, hardware, or systems involved and stay updated with the latest features, updates, and known issues
• They may collaborate with development or engineering teams to escalate and resolve complex issues
• Documentation and Knowledge Base: Support analysts contribute to the creation and maintenance of documentation, knowledge base articles, FAQs, or user guides to help users find answers to common questions or self-resolve issues
• They document solutions for common problems to build a knowledge repository for future reference
• Escalation and Collaboration: If an issue cannot be resolved at the support analyst level, they escalate it to higher-level support or development teams
• They effectively communicate the problem details and provide any relevant information or logs to aid in the escalation process
• Support analysts collaborate with other teams to ensure timely and effective resolution of complex issues

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