Oracle ME - Touchpoints and HR HelpDesk

Qualifications

• 7+ Years experience into Oracle ME- helpdesk 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 mindset—capable 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 Desk—part 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 features—such 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