At a Glance
- Tasks: Support and maintain Oracle ERP and HCM modules while delivering top-notch customer service.
- Company: Join IBM's innovative UK Future Now team, known for dynamic consultancy projects.
- Benefits: Gain valuable experience, training, and a chance to work with renowned clients.
- Other info: Full-time on-site role with excellent career growth opportunities in a fast-paced environment.
- Why this job: Make a real impact by resolving customer issues and enhancing their experience.
- Qualifications: Strong communication, problem-solving skills, and a passion for customer service required.
The predicted salary is between 30000 - 40000 £ per year.
UK Future Now is an innovative and exciting part of IBM. A fast‑paced and dynamic business built to deliver high‑value technical services to world renowned clients. All of our employees work in a consultancy environment on a variety of exciting projects across a range of sectors. Every project has its own unique working environment – this enables our employees to build their experience, skillset and network.
Responsibilities
- Responsible for ensuring that the customers Oracle ERP and HCM modules are supported, maintained, and developed as part of IBM’s managed service, via ticket management.
- Deliver high levels of customer service and satisfaction to end users and professional users.
- Key contact for the customer to log and triage incidents, requests for fulfilment, events, problems, and change.
- Capture and log key information, manage the initial assessment of the incident and, where appropriate, the resolution of the matter.
- Work towards closure for all cases as rapidly as possible.
- Build relationships across the customer's business.
- Answer and respond to customer calls, emails and cases.
- Communicate clearly with clients in assessing their case.
- Support the customer through troubleshooting and knowledgebase procedures.
- Resolve cases.
- Continually review case queues, SLAs and responses to ensure we are providing the highest levels of customer service.
- Provide MI to both external and internal customers.
- Continual learning and development; working with your line manager to ensure an appropriate and timely training plan is agreed, in place and being worked to.
- Report on customer SLAs.
- Attend both internal and external meetings, and follow up on agreed actions in a timely manner.
Qualifications
- Preferred Education: Bachelor's Degree.
- Fully on‑site position in London, Manchester or Cheltenham – NOT a Hybrid/Home‑Working role.
- Excellent written and verbal communication skills.
- Ability to build rapport.
- Outstanding listening and questioning skills.
- Strong research and problem‑solving skills.
- Excellent customer service skills.
- Strong attention to detail.
- Ability to document and absorb information quickly.
- Strong prioritisation skills.
- Ability to perform tasks under pressure.
This role is subject to pre‑employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply; this could include meeting the eligibility requirements for The Security Check (eSC) or Developed Vetting (eDV).
Oracle - Triage Service Analyst in Cheltenham employer: IBM
At UK Future Now, part of IBM, we pride ourselves on fostering a vibrant and inclusive work culture that encourages continuous learning and professional growth. Our employees enjoy the opportunity to work on diverse projects in a consultancy environment, enhancing their skills while delivering exceptional service to renowned clients. With a commitment to employee development and a supportive team atmosphere, we offer a rewarding career path for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Oracle - Triage Service Analyst in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IBM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IBM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Oracle - Triage Service Analyst in Cheltenham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IBM:Your cover letter is your chance to shine! Tell us why you want to work at IBM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IBM!
How to prepare for a job interview at IBM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
