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Customer Service Coordinator

Oracle · Posted Oct 27

Cloud infrastructure, enterprise software, database systems, and AI-powered business applications

BENGALURU, KARNATAKA, IndiaFull-timeOnsiteIntern/New Grad₹5.0L–₹8.0L yearly59 applicants
Cloud ComputingEnterprise SoftwareDatabaseArtificial IntelligenceInformation TechnologyPublic Company
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About the role

Oracle's customer support organization acts as a point of contact for customers across an expanded set of products and services. The team handles technical and non-technical inquiries via phone or electronic channels, using established protocols and a Knowledge Base to resolve incidents. This Customer Service Coordinator supports documentation, escalation, performance monitoring, and process improvement within the assigned Oracle product area.

What you will do

  • Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means. Follows established protocols and uses Knowledge Base to address known issues, as directed. Updates service request documentation with limited guidance. Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance. Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance. Monitors own support service performance metrics, with some guidance.
  • Serves as a point of contact for an expanded number of products and services, fielding inquiries via phone or electronic means.
  • Resolves customer technical and/or non-technical inquiries for several systems or products to ensure customer requests are handled appropriately and in a timely manner.
  • Facilitates resolution of customer incidents, associated customer communication, activities, and any appropriate escalation for an expanded set of Oracle products and services.
  • Follows established protocols and uses Knowledge Base to address known issues, as directed.
  • Leverages basic understanding of fix delivery and product certification to research, re-create, and test novel technical issues for assigned product area(s) reported by customers to identify a resolution, with some guidance.
  • Identifies basic recurring trends, documenting and elevating for relevant resolver groups.
  • Escalates novel technical issues to appropriate support team for resolution, and follows up with customer on service request to communicate resolution and ensure all issues are resolved.
  • Updates service request documentation with guidance.
  • Builds awareness of Oracle's support structure, assigned Oracle product ecosystem, and customer environment.
  • Collaborates with internal support teams on business problems or improvement opportunities, with limited guidance.
  • Begins to identify areas for process improvements and supports the implementation of corrective actions defined within the product area, with some guidance.
  • Monitors own support service performance metrics, with some guidance.
  • Provides translation written and verbal services for technical and non-technical inquiries for products and services, with guidance.
  • Completes assigned tasks in accordance with project requirements with minimal instructions. Shifts priorities and resources according to team needs, with some direction.
  • Works with team members to better understand expectations and help achieve team objectives with some guidance. Applies fundamental understanding of business and/or stakeholder needs to provide support to team.
  • Follows standard procedures to identify and resolve routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot routine errors, with moderate guidance.
  • Builds knowledge and learns new skills and/or tools aligned with area of specialization as directed. Incorporates feedback and pursues new training opportunities to improve skills.
  • Works with team to identify ways to increase efficiency and effectiveness of standard and some non-standard processes, protocols, and workflows.

Skills used in this role

Benefits and support

  • Compensation and benefits are detailed in the job posting

About Oracle

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Oracle

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Oracle Corporation is a multinational computer technology company specializing in cloud-engineered hardware, enterprise software, and database management systems. It provides comprehensive cloud solutions such as Oracle Cloud Infrastructure (OCI) and Oracle Cloud Applications (OCA) to power digital transformations globally. Headquartered in Austin, Texas, Oracle is a major player in enterprise AI integration and database solutions.

Industry
Cloud Computing
Company size
141000 employees
Founded
1977
Location
Austin, Texas, USA
Funding stage
Public Company

Funding

Public Company · $56B raised

Glynn Capital
  • 2025-10-24Post IPO Debt$18B
  • 2025-02-03Conventional Debt$18B

Leadership

LJ

Lawrence J. Ellison

Chairman of the Board and Chief Technology Officer

CM

Clay Magouyrk

Chief Executive Officer

MS

Mike Sicilia

Chief Executive Officer

HM

Hilary Maxson

Chief Financial Officer

JE

Jae Evans

Global Chief Information Officer and Executive Vice President

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