Helpdesk Support Analyst

3 weeks ago

Dubai, United Arab Emirates OFSS Full time

Helpdesk Support Analyst-230002S3

**Applicants are required to read, write, and speak the following languages***: English, Arabic

**Preferred Qualifications**

**Description**: What You’ll Do
As a member of the Tier-1 Support Team, you will be responsible for supporting Oracle’s internal and external clients by providing outstanding customer service and basic technical support in a level 1 call-center environment. As a Customer Service Admin Support, you will:

- Adhere to client access, quality standards, and client notification policies and procedures.
- You will also be responsible for recognizing when to escalate issues by using applicable monitoring and troubleshooting tools.
- As you work with Oracle technologies, you prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment.
- Document investigation and issue resolution thoroughly and in a timely manner, and research and use a knowledge base of information to quickly understand and diagnose issues.
- Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements.

**Required Skills/Experience**:
**What You’ll Bring**

Your versatility will be your greatest asset as you deliver mission-critical support and empower our customers to harness the full power of Oracle products. We also look for:

- At least 1 year of call center or phone support work experience.
- Fluent in Arabic and English.
- ITSM (e.g. Remedy & ServiceNow) experience.
- Experience working in a shift-based environment.

**Detailed Description and Job Requirements**

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues.

**Job**: Support

**Travel**: No

**Location**: AE-AE,UAE-Dubai

**Job Type**: Regular Employee Hire

**Organization**: OFSS

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