7 - 10 years
1 - 5 Lacs
Posted:1 week ago|
Platform:
Work from Office
Full Time
Qualifications :
- 7+ Years experience into Oracle MEhelpdesk and touchpoints.
- Proficiency in Oracle Cloud HCM, ideally with experience supporting Oracle Touchpoints and HR Help Desk modules.
- Strong customer-service skills with the ability to communicate clearly across multiple channels (chat, email, phone).
- Familiarity with help-desk or ticketing systems; adept at issue routing, tracking, and closing cases within SLAs.
- Detail-oriented with a knack for structuring support documentation and building knowledge repositories.
- Analytical mindsetcapable of identifying recurring issues and collaborating across teams to enhance support processes.
- Comfortable working in a remote, offshore setup with flexible hours and coordination across time zones.
Responsibilities :
- Serve as the first point of contact for user inquiries related to Oracle Touchpoints and Oracle HR Help Deskpart of the Oracle ME platform.
- Handle service requests, triage tickets, and collaborate with relevant teams to ensure timely and accurate resolution.
- Monitor case status, escalate complex or sensitive issues, and follow established escalation workflows.
- Guide employees and managers through platform featuressuch as personalized engagement insights from Touchpoints, sentiment tracking, notifications, and AI-driven suggestions.
- Support various communication channels like chatbot, email, SMS, and portal-based queries, providing a seamless omni-channel experience.
- Maintain knowledge articles, FAQs, and relevant documentation to boost self-service adoption and reduce ticket volumes.
- Gather and analyze common query trends, support metrics, and user feedback to help improve support delivery and platform usability.
Zorba Consulting India Pvt. Ltd.
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