Full-Time URGENT: Technical Help Desk Support – English + Italian/Japanese
Job Description
Summary of Position:
At this role you will be providing a mid to advanced level of support for our software (used for clinical trials) and technical recommendations for more complex issues. At this level, assignments will range from simple to complex in nature, where judgment may be required in problem resolution and customer guidance.
The successful candidate must balance his/her Product knowledge and interpersonal skills with a high level of customer service objectives in all stages of work.
Only one of the following languages in combination with English (both at professional level) is required along with Technical Support and/or customer service experience:
- Japanese
- Italian
- French
- German
As Technical Customer Support @Oracle, you will do the following:
- Provide first line response for users requiring assistance with technology related issues and problems.
- Provide technical recommendations for more complex problems by using troubleshooting skills and analytic approach.
- Respond to requests for technical assistance by phone, email and/or using a help desk management system.
- Track issues to resolution updating the internal knowledge base and/or communicating with relevant business units.
- Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
- Update daily status reports and shift handover reports.
- Act as a liaison between customers and technical escalation teams.
- Provide a single view to the organization for information technology related problems.
- Ensure ownership of issues as per the SLA
Key Skills & Competencies of our Technical Customer Support:
- At least one fluently spoken European language (always together with English at advanced level)
- Customer Service & Organizational &Problem Solving Skills
- Excellent Communication, both written and spoken
- Telephone confidence
- Common IT (Word processing and spreadsheet, e.g. MS Office’s Word, Excel, PowerPoint etc) applications and common hardware knowledge
- Ability to absorb and retain information quickly
- Good interpersonal skills with a focus on rapport-building, listening and questioning abilities.
- Ideally a graduate with at least one year experience in a Technical Support Helpdesk environment
- Multiple positions are available with shift patterns.
In return, we offer a very competitive compensation package and provide the opportunity for you to showcase your talent as you enjoy the rewards of representing technology that is the envy of the industry.
Join us and be part of the best driving force in the business.
Change is good. This change is even better.
We look forward to hearing from you!
Apply online or send your CV directly at riana.kremenova@oracle.com!
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Comment made by Alessandro on Aug 17th 2015 at 10:45 am:
Goodmorning,
My name is Alessandro, I am a native Italian working in Budapest as a service Desk, I would like to apply for this position. I have an experience of 1.5 years in the field.
The softwares I’m using are Active Directory, Mobileiron, Outlook, Lync, ios for ipad and iphone. Junos Pulse, F5, easycoonect, Quick Connect, Citrix. I have some experience with the registry configuration troubleshooting even though is not deep.
Best Regards
Alessandro Lupi