Oracle Tier 1 Support - Team Leader

Description

As the Oracle Tier 1 Support Team Leader, you will be responsible for overseeing the daily operations of the Tier 1 support team, ensuring the delivery of exceptional service to our clients. You will lead a team of support specialists, manage escalations, and collaborate with other departments to resolve complex issues. Your leadership and technical expertise will be crucial in maintaining high customer satisfaction and supporting the successful implementation and usage of Oracle Fusion applications.

Key Responsibilities:

• Team Leadership: Lead, mentor, and motivate the Tier 1 support team, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service.
• Support Oversight: Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
• Escalation Management: Handle complex or high-priority support cases that require escalation, working closely with Tier 2 and Tier 3 support teams to ensure timely and effective resolution.
• Process Improvement: Continuously evaluate support processes and procedures, implementing improvements to enhance efficiency, effectiveness, and customer satisfaction.
• Training & Development: Develop and deliver training programs to ensure team members are well-versed in Oracle Fusion applications and support best practices.
• Customer Interaction: Engage with clients to understand their needs, address concerns, and ensure their satisfaction with Oracle Fusion support services.
• Reporting: Generate and analyze performance reports to track team performance, identify trends, and make data-driven decisions to improve support outcomes.
• Collaboration: Work closely with other departments such as IT, development, and project management to coordinate support efforts and resolve complex issues.

Requirements

• Experience: Minimum of 3 years of experience in technical support or a similar role, with at least 2 years in a leadership or supervisory capacity.
• Technical Expertise: Strong knowledge of Oracle Fusion applications and their configurations. Experience with support tools and ticketing systems is a plus.
• Leadership Skills: Proven ability to lead and manage a team effectively, with excellent interpersonal and communication skills.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.

Customer Focus: Demonstrated commitment to providing exceptional customer service and maintaining high levels of customer satisfaction