You will lead a team of support specialists, manage escalations, and collaborate with other departments to resolve complex issues.
Key Responsibilities:
Team Leadership: Lead, mentor, and motivate the Tier 1 support team, ensuring they have the tools knowledge, and support needed to provide outstanding customer service.
Support Oversight: Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
Escalation Management: Handle complex or high-priority support cases that require escalation, working
Training Development: Develop and deliver training programs to ensure team members are well-versed in Oracle Fusion applications and support best practices.
Customer Interaction: Engage with clients to understand their needs, address concerns, and ensure their satisfaction with Oracle Fusion support services.
Requirements: Experience: Minimum of 3 years of experience in Technical Support or a similar role, with at least 2 years in a leadership or supervisory capacity.
Technical Expertise: Strong knowledge of Oracle Fusion applications and their configurations. Experience with support tools and ticketing systems is a plus.
Leadership Skills: Proven ability to lead and manage a team effectively, with excellent interpersonal and communication skills.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.
Customer Focus: Demonstrated commitment to providing exceptional customer service and maintaining high levels of customer satisfaction
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