Graduates Vacancy at Oracle

Overview:

Oracle is hiring an experienced Global Sales Support – Business Analyst at their Bangalore location. The GSCO Business Analyst will report to the GSCO Team Lead and will be responsible for providing high quality, responsive support to Oracle’s Global Sales and Consulting teams. Professional-level English written and verbal skills and a commitment to high quality customer service are essential.

The complete details of this job are as follows:

What will you be doing:

Provide chat, email support to resolve user problems with proactive troubleshooting

Follow predefined (as trained) support procedures and policies

Master the use of our support channels, processes & tools

Identify and report Partner/user issues & feedback through appropriate channels.

Proactively identify opportunities to optimize and develop processes & tools geared toward improving internal efficiency, resolution rate and customer satisfaction.

Effectively and judiciously escalate issues with clear communication

Support team lead/ manager when required

CSAT/resolution rate initiatives

Ability and willingness to quickly complete large volumes of work with high quality

Work and communicate with cross-functional teams (engineering, sales, product specialists, etc.) using various channels of internal

Escalate support requests to management and ensure they receive the appropriate attention

Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met

Work across other lines of businesses and third parties e.g. business practices, legal

Provide timely resolution of customer complaints and escalations including providing corrective actions

Undertake admin responsibilities as required

Support new process/policy roll-outs

Undertake other projects as required.

Qualifications for this Job:

Graduate in any discipline

Must have experience in sales support handling Chats & emails.

Should have strong knowledge in one of the following tools (OSC, WQ, CPQ, GSI, DAS, QRS) and Process (Cloud, UCM).

Excellent written communication skills in English for email and chat support channel

Strong analytical, problem solving, troubleshooting skills & Interpersonal skills

Attention to detail with the ability to complete a large volume of work quickly and independently

Ability to work collaboratively in a diverse team environment.

Proactive approach (ability to identify top support areas, innovate and suggest process improvements)

What Skills are Needed:

Open to work in 24*7 environment including holidays

Good keyboarding skills, PC skills, esp. in Word/Excel

Team player with very good interpersonal skills and forward-looking attitude

Open to ideas/feedback

Ability to interpret, clearly articulate and advise sales on potential objections to Oracle’s policies and commercial terms

Ability to proactively analyze and recommend best course of action for complex contract scenario’s within a sales cycle

Ability to deal with challenging support requests in a timely manner

Ability and desire to provide excellent customer-service to internal customers

Ability to work independently and in a dynamic environment

Positive and “Can Do” Attitude

Results orientated

To apply for this job, visit official website

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