CLIENT:
Our client is a global humanitarian organization focused on poverty eradication and sustainable development.
JOB DESCRIPTION
- Serve as the first point of contact for end-users seeking functional or technical assistance across Oracle Fusion modules.
- Provide Level 1 troubleshooting, including initial diagnosis, issue validation, and resolution of basic user problems related to Oracle Fusion applications.
- Perform routine configurations and system tasks, such as user profile updates, report navigation assistance, and basic setup corrections.
- Manage user access requests, including account creation, role assignments, and permission changes in accordance with security and compliance guidelines.
- Log, track, and update incidents tracking system, ensuring accuracy and completeness of information.
- Ensure timely escalation of complex or unresolved issues to Level 2 support teams with proper documentation and impact details.
- Monitor open tickets and follow up with end-users and support teams to ensure adherence to defined SLAs and quality standards.
- Provide clear communication to users regarding issue status, resolution steps, and expected timelines, ensuring high levels of customer satisfaction.
JOB QUALIFICATION
- 3-5 years experience interacting with customers in an enterprise support environment, to diagnose and provide resolution for functional and technical system issues
- 3-5 years ERP system application support or other relevant experience
- 3-5 years of experience interacting closely with customers in both face-to-face and help-desk-phone situations, diagnosing and providing remedies for technical problems
- Ability to maintain customer focus while handling multiple priorities
- Strong communications skills, both verbal and written; detail oriented and strong interpersonal and organizational skills
- Hands on experience with IT ticket management systems and configuration
- Strong neutral English verbal and written skills
- Ability to interact effectively across a variety of cultures
ACTIVE DATES
Urgent hiring!
