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Internal Customer Tech Support A3-IT

3 months ago

Bengaluru, Karnataka, India Oracle Full time

Oracle Cerner is elated to hire a Support Technician. As a Support Technician you will, serve as the first line investigate and resolve client problems received via phone, ticket, or other electronic means. In this role, you will recognize when to escalate issues by using applicable monitoring and troubleshooting tools, and provide exceptional customer service in person, via phone and email, as appropriate. Your responsibilities also include, performing troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally. You will also, research and use a knowledge base of information to quickly understand and diagnose issues. Additionally, you will adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification a member of this fast-paced, leading edge database/applications company, work with the team to deliver real-time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

Career Level -

Must have:

VERY GOOD COMMUNICATION SKILLS & PHONE ETIQUETTES. Good knowledge of Windows & Mac OS. Good knowledge of MS office. Minimum 1 year of experience working in technical support. Must be willing to work in US Shifts.

Good to have:

Preferred neutral accent. Call handling skills (proper escalation & ownership of call etc). Proven track record for identifying and quickly resolving a wide variety of Windows/MAC/SCCM/Azure/Citrix/VMWare/Exchange Online/Network/Software & Hardware issues

Ability to install & troubleshoot windows/MAC Operating Systems, VM, Citrix and a member of the Help Desk, provide first-level phone support to internal employees and/or outsourcing customers. Provide information to customers. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.