Handle high-volume customer support requests via phone, email, and electronic systems.
Create, track, and update support cases in internal systems, ensuring accurate documentation.
Troubleshoot and resolve technical and non-technical issues , including internet, system, and application-related queries.
Perform incident triage and apply known fixes or escalate to appropriate teams when required.
Act as a customer advocate , ensuring timely updates and high-quality resolution of issues.
Manage and resolve escalations in line with defined SLAs and company procedures.
Collaborate with internal teams and third-party vendors to resolve complex issues.
Maintain regular communication with customers regarding case progress and outcomes.
Meet or exceed individual and team performance metrics (quality, productivity, SLA adherence).
Continuously build knowledge of Oracle products, support tools, and customer environments .
