Job Description:
Resource is responsible for supporting customers using Oracle CX applications. Resource should have sound knowledge and extensive experience Oracle Sales Cloud, Oracle Service Cloud, Oracle Marketing Cloud, and Oracle Commerce Cloud. Resources should work closely with cross-functional teams such as sales, marketing, and customer service to ensure that customer issues are resolved effectively and efficiently.
Resource is responsible for conducting root cause analysis on customer issues to identify underlying problems and propose solutions. Resources should have capabilities to understand Business and System requirements and support applications/services in Oracle CX.
Principal Responsibilities:
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Provide technical support to customers using Oracle CX applications such as Oracle Sales Cloud, Oracle Service Cloud, Oracle Marketing Cloud, and Oracle Commerce Cloud.
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Resolve customer issues in a timely manner to ensure customer satisfaction.
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Escalate complex issues to senior technical support staff or the development team to ensure timely resolution.
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Create and maintain support documentation such as knowledge base articles, user manuals, and troubleshooting guides.
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Collaborate with cross-functional teams and work closely with cross-functional teams such as sales, marketing, and customer service to ensure that customer issues are resolved effectively and efficiently.
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Conduct root cause analysis of customer issues to identify underlying problems and propose solutions.
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Keep up to date with product updates and releases and ensure customers are informed about new features and capabilities.
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Provide feedback to the development team on customer issues and feature requests to help improve the product.
Educational Qualification:
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Bachelor’s Degree in Computer Science or Management with 3+ years of experience in Oracle applications (Oracle CX sales cloud, Oracle CX Service Cloud, Oracle CX Commerce Cloud, Oracle CX Integration Cloud, and Oracle CX Marketing Cloud)
Or
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Diploma in Computer Science or Management with 5+ years of experience in Oracle applications (Oracle CX sales cloud, Oracle CX Service Cloud, Oracle CX Commerce Cloud, Oracle CX Integration Cloud, and Oracle CX Marketing Cloud)
Desired Skills:
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Oracle JAVA Certified professional.
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Work Experience (No: of Years and areas of expertise required for the Job).
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Minimum 3 years for Bachelor holders and 5 years for Diploma holders.
Technical Competencies (technical skills required to perform the role):