Want Job Alerts? Join UsOracle Freshers Recruitment 2024 Hiring Details:
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Job Profile: Cloud Support Engineer
Degree Required: B.E/B.Tech/B.Sc
Experience Required: Freshers/Experienced
Salary: Not Disclosed
Work Location: Bangalore
Job Description
- Technical and Account related Assistance: Provide timely and accurate technical and account related assistance to customers using our cloud services through a chat-based communication channels. Address a wide range of inquiries, from basic usage questions to complex technical issues.
- Solve: Investigate and diagnose technical issues reported by customers, following established protocols and guidelines in KM. Collaborate with customers, support and service teams to identify root causes and recommend effective solutions !
- Customer Engagement: Develop positive relationships with customers by delivering outstanding customer service and support. Understand their needs, empathize with their challenges, and maintain a professional and courteous demeanour throughout interactions.
- Knowledge Base: Contribute to the creation and maintenance of an up-to-date knowledge base. Document common issues, solutions, standard methodologies, and fix steps to assist customers and fellow team members.
- Continuous Learning: Stay up-to-date with the latest developments in cloud technologies, product updates, and industry trends. Participate in training sessions to expand your technical knowledge and customer service skills.
- Feedback Loop: Provide feedback to the service teams regarding customer problems, feature requests, and areas for improvement in our cloud services. Collaborate with multi-functional teams to enhance the user experience.
- Metrics and Reporting: Maintain accurate records of customer interactions, including issues resolved, response times, and customer satisfaction ratings. Provide regular reports and insights to support team leads and management.
Qualifications:
- Technical Background: A bachelor’s degree in computer science, information technology, or a related field is preferred (or) relevant experience with any bachelor’s degree.
- Communication Skills: Exceptional written and verbal communication skills. Ability to convey technical information clearly and concisely to both technical and non-technical customers.
- Customer-Centric: A passion for delivering outstanding customer experiences. Patience, empathy, and a customer-first demeanor are essential.
- Time Management: Excellent time management skills with the ability to balance multiple customer interactions simultaneously while maintaining a high level of responsiveness.
Responsibilities
- Technical and Account related Assistance: Provide timely and accurate technical and account related assistance to customers using our cloud services through a chat-based communication channels. Address a wide range of inquiries, from basic usage questions to complex technical issues.
- Fix: Investigate and diagnose technical issues reported by customers, following established protocols and guidelines in KM. Collaborate with customers, support and service teams to identify root causes and recommend effective solutions.
- Customer Engagement: Foster positive relationships with customers by delivering exceptional customer service and support. Understand their needs, empathize with their challenges, and maintain a professional and courteous demeanour throughout interactions.
- Knowledge Base: Contribute to the creation and maintenance of an up-to-date knowledge base. Document common issues, solutions, standard methodologies, and fix steps to assist customers and fellow team members !
- Continuous Learning: Stay up-to-date with the latest developments in cloud technologies, product updates, and industry trends. Participate in training sessions to expand your technical knowledge and customer service skills.
- Feedback Loop: Provide feedback to the service teams regarding customer problems, feature requests, and areas for improvement in our cloud services. Collaborate with multi-functional teams to enhance the user experience.
- Metrics and Reporting: Maintain accurate records of customer interactions, including issues resolved, response times, and customer satisfaction ratings. Provide regular reports and insights to support team leads and management.
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Note: Shortlisted candidates will receive an email/call for the further interview process.