SolarEdge Oracle Tier Support - Team Leader 

Israel, Tel Aviv District 

731503629

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.