▪ Primary customer contact for all incoming assigned customer Service Requests (SRs), meeting Oracle's contractual, and technical problem resolution goals▪ Analysis, functional and technical support via Service Request for Fusion HCM Core HR users▪ Troubleshooting/debugging the issues encountered with Fusion HCM (data losses, data corruptions, bugs). Product knowledge, log reading, troubleshooting techniques, knowledge of networks, server configuration, SQL tuning▪ Provide and document solutions, workarounds, and recreation steps to these Service Requests▪ Recommend solutions to customer application questions▪ Ensure that every customer contact is handled with a consummately professional attitude and the highest possible level of follow through▪ Manage customer expectations through the Service Request lifecycle in accordance with Oracle's global standards▪ Contribute to Knowledge Management content creation and maintenance▪ Document business cases for product optimization in order to address customer’s expectations. Proactive attitude in identifying patterns and ask for fixes of the root cause▪ Work closely with development team to diagnose bugs and provide patches/data fixes to customers

Activity:Training and mentoring new agents, giving them the tools necessary to thrive at the workplace.Creating internal procedures in order to streamline the team activity.Testing new products and offering feedback based on my technical knowledge and customer requirements.Creating technical articles in order for my colleagues to reference them when facing an issue they did not encounter before.Handling escalations from my colleagues.Performing technical evaluations and offering feedback with the scope of improving the service provided as a department.Providing technical assistance to internal and external customers.Developing healthy, professional, relationships with the in country points of contact.Offering pre sales advice for customers that have a custom setup in mind.

Activity:Offer technical support for intrusion and access control systems.Help in building the department knowledge-base by creating Wiki articles based on my activity and scenarios I encountered.Expanding my technical knowledge by taking a second range of products (access control systems).Creating connections with departments that have similar activity to facilitate knowledge sharing for the end goal of offering an excellent customer experience.

Activity:Provide assistance to customers for intrusion systems.Develop technical knowledge in order to better equip myself with the required tools in order to provide an excellent service.Understanding the big picture presented by the customer in order to solve the symptoms which might seem random at first glanceCreate documentation in order to help the team as a whole with the scenarios I encountered