Job Description

The GSCO (Global Sales and Consulting Operations) team is part of Oracle revenue operations org, who 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\xe2\x80\x99s Sales Organization with their deals via incident support using Oracle\xe2\x80\x99s Service Cloud product.

The GSCO Business Analyst will report to the GSCO Team manager and will be responsible for providing high quality, responsive support to Oracle\'s Sales community Job duties are varied and complex, needing independent judgment and include but are not limited to:

Responsibilities:

• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Assign and prioritize tickets to support resources.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Coordinate ticket resolution activities with support resources and other internal teams.
• Provide email support to resolve user problems with proactive troubleshooting and analytical skills.
• Support sales team with complex/non-standard deals.
• Follow predefined (as trained) support procedures and policies
• Master the use of our support channels, processes & tools
• 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
• Ability and willingness to quickly complete large volumes of work with high quality
• Collaborate with cross-functional teams as per business requirement.
• Escalate support requests to management and ensure they receive the appropriate attention
• Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
• Undertake admin responsibilities as required
• Support new process/policy roll-outs
• Undertake other projects as required

• Graduate in any discipline.
• Experience in sales support/operation role.
• Strong knowledge in sales process, sales tools, product configuration and pricing.
• Excellent written communication skills in English.
• Ability to multi-task and work with minimum supervision.
• Flexible to work in Variable Shift.
• 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
• Team player with very good interpersonal skills and forward-looking attitude
• Ability and desire to provide excellent customer-service to internal customers
• Ability to work independently and in a dynamic environment
• Positive and \xe2\x80\x9cCan Do\xe2\x80\x9d Attitude
• Results orientated