Customer Service Analyst with English

Job Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Career Level - IC1

Responsibilities

Oracle Global Customer Support provides functional assistance to Oracle's customers globally in English and in local language. The Customer Support HUB Analyst is responsible for duties such as translation, responding to Service Requests, responding to incoming phone calls, monitoring specific queues and capturing exceptions to the process.

We are recruiting for our Global Customer HUB team in Bucharest, part of the Global Customer Support Organization. In this position you will serve local and international customers while performing support duties. As a member of the Support Organization, you will resolve post-sales customer inquiries via phone and electronic means, ensuring that all Oracle methodologies are applied. Your role is to provide first level customer support, including but not limited to: portal navigation, profile administration, contract entitlement and licensing, Service Request (SR) handling, product downloads.

RESPONSIBILITIES:

• Ensures that HUB tasks are handled during active shift
• Provides verbal or written translations when customer requires local language support
• Resolves assigned Service Requests related to our web portals
• Uses Service Request quality guidelines when placing entries in SRs
• Monitors queues to respond to incorrectly routed or unassigned customer requests
• Monitors translation queues to make sure translations are performed in a timely manner
• Responds quickly to customer requests for escalations by contacting the corresponding manager
• Reports to EMEA Customer HUB Manager
  
  

ACCOUNTABILITIES:

• Takes ownership and coordinates resolution of customer's service requests
• Maintains knowledge of current Oracle business flows
• Operates in line with Customer Service HUB business processes and procedures
• Provides the best possible translation for both customer and internal Support engineer – using collaboration methods as necessary
• Manages queue and SRs to provide the highest level of customer service within standard support guidelines
  
  

QUALIFICATIONS:

• Excellent communication skills
• Ability to manage multiple tasks
• Can address issues among multiple parties within the organization
• Personal drive
• Customer Focus
• Team-working
• Excellent verbal and written skills in English
• Previous work experience
• Proven experience in support business is not necessary but would be considered an advantage
  
  

Qualifications

Career Level - IC1

About Us

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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