oracle
Digital Technical Support Specialist
CooperCompanies
Crawley, GBR
Full-time
Senior · 5+ years experience
Hybrid
Discovered 2 weeks ago
D365ServiceNowAzureAWSMicrosoft SQL ServerPostgreSQL
Free
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D365ServiceNowAzureAWSMicrosoft SQL ServerPostgreSQL
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Responsibilities
- Essential Functions & Accountabilities:
- Perform Tier 1 customer support responsibilities for software products ensuring all multi-channel inbound customer support demands are started and progressed in a timely manner, meeting or exceeding SLAs.
- Perform Tier 2 customer support responsibilities including enhanced troubleshooting and escalation management collaborating with Tier 3 teams as appropriate for timely resolution aligned with severity prioritization.
- Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
- Document all support actions and interactions in a clear and concise manner in the global CRM
- Represent the voice of the customer into the organization to highlight product and process improvement opportunities.
- Ensure all activities follow established quality processes, contributing to continuous service improvement.
- Contribute actively to global platforms for sharing knowledge and best practices by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist Tier 1 support representatives.
- Provide training and guidance to Tier 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
- Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
- Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
- Perform additional related duties as assigned.
Qualifications
- Qualifications
- Knowledge, Skills and Abilities:
- Expertise in enterprise software support, SaaS operations, and/or healthcare IT systems.
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