Job Description

:Provides programs to improve operational efficiency, consistency, and compliance in support of the organization's financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.Career Level - IC0Responsibilities:The GSCO (Global Sales and Consulting Operations) central team is responsible for providing training, business, contract support and communications on the Sales Systems and Tools used by Sales and Consulting globally.
The focus of this role will be to support Oracle's Sales Organization via chat and incident support using Oracle's Service Cloud product.
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. Job duties are varied and complex, needing independent judgment and include but are not limited to:Responsibilities:

• 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 Skills:
• 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 channels
• 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)
• 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

Note: Please apply only if you are willing to work in Night Shifts and WeekendsAbout Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We\'ve partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: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.

• Which includes being a United States Affirmative Action Employer

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