Department Description:

The Customer Service team provides unique services and support to internal organizations and customers worldwide.  Supported online venues include Oracle Store, Oracle Software Delivery Cloud, and License Key Provisioning.  New area of focus serves laptop distribution for new hire onboarding. 

 

Brief Posting Description:

Customer Service analysts deliver service and support that represents the highest level of customer service and quality.  To do this, the analyst will:

 

• Provide world class customer service for Oracle’s online venues using phone, email, chat, and co-browse.
• Use Oracle applications to research customer inquiries and determine customer entitlement to products and services.
• Provision license keys and passwords that activate or enable access to Oracle products.
• Work cross functionally with company stake holders to develop procedures in support of evolving business needs.
• Create and maintain process documentation and publish to content management systems.
• Analyze trends and process performance through data collection and metrics.
• Identify, evaluate, and report issues to management that impact the quality of outputs.
• Manage customer feedback through department’s ISO-certified quality management system and contribute to continuous improvement initiatives

 

Preferences:

BA/BS college degree

Technical aptitude; learns new technology quickly

Proficient in English (writing and verbal)--multiple language skills a plus

1-2 years work experience--may include internship(s)

Proficient in Excel, Powerpoint (HTML is a plus)

 

Skills Preferred:

• Personal Drive - demonstrate a sense of urgency, motivation, and tenacity in achieving objectives.
• Customer-Oriented - interprets and matches the customer's business needs to the capabilities of Oracle; balances customer needs with Oracle policy.
• Communicates Effectively - conveys knowledge and credibility with effective structuring of ideas, opinions, and information, in writing and speaking.
• Results Oriented - personally does what is needed to complete the work; learns new concepts and technology quickly; demonstrates persistence in the face of setbacks; delivers high quality results on time.
• Problem Solving - demonstrates resourcefulness by exploring a range of alternatives and options to resolve problems; quickly recognizes new problems and develops solutions within appropriate time scales.
• Decision Making - makes balanced and timely decisions with incomplete information; evaluates a number of different options and demonstrates the capacity to anticipate problems.
• Planning and Organization - plans, coordinates, and monitors multiple activities while optimizing the use of resources to achieve a goal.
• Adapts to Change - responds to change by demonstrating flexibility and working effectively in ambiguous situations.
• Work with International Teams - seeks relevant information and involvement from other global teams and departments for projects in own area; develops working relationships with colleagues globally.

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.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).