Customer Solutions Analyst/ Customer Services

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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.

Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.

Oracle is a global leader in cloud technology, and we are looking for a Customer Solutions Analyst/ Customer Services Representative to drive success as part of our Customer Service team. 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.

Responsibilities

What you will do

• Provide world class customer service for Oracle’s online venues using phone, email and chat.
• 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

Desired Experience

• BA/BS college degree or relevant work experience
• 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 Required

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.

What we will offer you

• A competitive salary with exciting benefits
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as life insurance, and access to retirement planning
• An inclusive culture that celebrates what makes you unique

At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity-inclusion/

Qualifications

Career Level - IC1