About this role
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving moderately complex issues encountered with assigned Oracle product(s). Prepares and conducts training for new product releases and/or functionality updates to existing products. Partners with internal teams to report and contribute to the resolution of non-routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and creates Knowledge Base articles and/or troubleshooting guides for non-routine events and/or resolved issues. Consults internal teams and stakeholders on diverse and advanced customer situations and technical issues. Leverages automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and recommends enhancements to existing support processes, workflows, guidelines, and best practices. Begins to collaborate with management to contribute to product, process, and customer experience improvement initiatives.