Saas Helpdesk Government Cloud Support Analyst
As a member of the Support organization for UK Government Clients, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales technical and functional customer inquiries via phone and electronic means.
A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
Familiarity with SaaS/Cloud Concepts ideally in HR & ERP
UK Government Security Clearance (or willingness to be security cleared)
UK based Resident for more than 5 years
BA Honours/Science Degree
Reports to the UK Government Cloud Support Manager
Works as a first line Support Analyst in a UK Team
· You will be expected to work additional out of hours, providing on-call support during evenings, weekends and public holidays on a rota system.
Responsibilities may include
Ideally 1 to 2 years working in a SaaS/Cloud Helpdesk environment
Managing customer service requests and being the single point of contact.
Work on service requests by providing support, analysis, troubleshooting and collaboration with Level 2 and Level 3 teams.
Analyses information about the user’s issue and determines the best way to resolve their problem.
Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
Provide first level phone support, performing problem recognition, research, isolation in a SaaS Environment or escalating issues to Tier 2 team (Cloud Operations, Global Customer Support or Development)
Records and maintains accurate information within Service Request System (MOS)
Interfaces directly with customers to ensure their issues are resolved and a superior customer experience is provided
Coordinating, working with and following up on work performed by global teams