Customer Service Analyst
Oracle
Iasi, RO
‎în urmă cu 9 ore
source : jobs4it

IasiCustomer Service Analyst - German-19000M05Preferred Qualifications 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 Iasi, 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 shiftProvides verbal or written translations when customer requires local language supportResolves assigned Service Requests related to our web portalsUses Service Request quality guidelines when placing entries in SRsMonitors queues to respond to incorrectly routed or unassigned customer requestsMonitors translation queues to make sure translations are performed in a timely mannerResponds quickly to customer requests for escalations by contacting the corresponding managerReports to EMEA Customer HUB ManagerRESPONSIBILITIES : Takes ownership and coordinates resolution of customer’s service requestsMaintains knowledge of current Oracle business flows Operates in line with Customer Service HUB business processes and proceduresProvides the best possible translation for both customer and internal Support engineer using collaboration methods as necessaryManages queue and SRs to provide the highest level of customer service within standard support guidelinesQUALIFICATIONS : Excellent communication skillsAbility to manage multiple tasksCan address issues among multiple parties within the organizationPersonal driveCustomer FocusTeam-

workingExcellent verbal and written skills in German as well in EnglishPrevious work experienceProven experience in support business is not necessary but would be considered an advantageAs part of Oracle’s employment process candidates will be required to complete a pre-

employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Detailed Description and Job Requirements 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 complete a pre-employment screening process, prior to an offer being made.

This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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).

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