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Oracle Customer Support Desk Agent (3600)at SMX(View all jobs) (https://www.smxtech.com/careers/)

United States

Creoal has recently become a proud subsidiary of SMX, marking an exciting collaboration that enhances our collective capabilities to deliver cutting-edge digital transformation solutions.

We are looking for an Oracle Customer Support Desk Agent .

Candidates for this role must be located in, and work from, the East Coast time zone.

As a member of the Customer Service Desk your focus is to deliver support and solutions to the customer base while serving as an advocate for customer needs. This involves resolving post Go Live non-technical customer inquiries, as well as technical inquiries regarding the use of and troubleshooting for the Oracle ERP/SCM/HCM/EPM suite of applications. In this role, you would be a main contact for the customer as you gather pertinent information from them, reproduce the issue to determine root cause, record the resolution steps and communicate the solution to the customer.

As a Customer Support Desk Agent, you will:

• Manage support tickets from initial reporting to resolution, ensuring timely and accurate handling. Escalate complex issues as necessary

• Identify, troubleshoot, and resolve technical problems related to Oracle cloud services.

• Research customer inquiries to provide the best solution that fits customer model

• Provide clear and concise explanations to customers regarding technical issues and solutions via phone, email, or online meetings

• Ability to create and maintain detailed documentation of customer interactions and technical solutions

• Cross-train in all cloud applications to provide the support needed

Required Skills and Experience:

• Clearance Required: None

• Bachelor’s degree in Computer Science, Information Technology, Finance, or related field

• Minimum 5 years working in an Oracle Cloud application support or implementation position

• A strong commitment to providing exceptional customer service and satisfaction

• Strong interpersonal skills

• Excellent communication (verbal and written) skills

• Experience working productively in remote model

• Experience working with Microsoft Office products

• Must be located in, and work from, a location in EST time zone of the United States

Desired Qualifications:

• Knowledge of Jira Ticketing system

• Strong analytical and critical thinking skills to identify the root cause of issues

• Ability to manage time effectively, prioritize tasks, and handle multiple issues simultaneously

• Oracle Implementation Certifications in the ERP Platform are preferred

#cjpost #LI-JJ1 #LI-Remote

At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.

We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what’s possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.

SMX is committed to hiring and retaining a diverse workforce. All qualified candidates will receive consideration for employment without regard to disability status, protected veteran status, race, color, age, religion, national origin, citizenship, marital status, sex, sexual orientation, gender identity or expression, pregnancy or genetic information. SMX is an Equal Opportunity/Affirmative Action employer including disability and veterans.

Selected applicant will be subject to a background investigation.