Customer Service Analyst
Oracle
Tokyo, Japan
4 日前
Customer Service Analyst-19000RRP

Preferred Qualifications

Responsibilities/Requirements
As a member of the Global Support organization, you will resolve customertechnical inquiries generated from our clients. Your primary focus is toprovide Client Specialist support including problem resolution within publishedgoals using the Oracle resource knowledge base.

In this role as a Level One, you willprovide guidance and real time resolution on a wide range of technical andnon-technical customer issues including, but not limited to: productcompatibility and configuration, support entitlements and validation,electronic support troubleshooting and product availability. 

You will create and handle open servicerequests that are dispatched, implement fixes, (i.e. document the case forescalation), analyze the hardware or software problem and write case notes inthe tracking system. Support may be delivered via electronic channels(web, e-mail, etc.) or phone. 

Position will be required to work in a callcenter environment and applicant should be available for any shift,including weekends. Also, you will be the point of contact for customers,introducing and educating them on Oracle as a whole. You will also havethe opportunity to gain knowledge of specific product areas within our coretechnologies and/or applications.

Prior working knowledge of or the desire toquickly learn about Oracle products is preferred! In addition, you willneed to understand the use of operating systems, hardware environments,software, networking, etc. We are open to seeing your experience in allof these areas. You will get to see and use Oracle products and how they allinterrelate in a customer environment. 

Call center experience preferred.

Industry knowledge while working in retailsettings is helpful. 

Point of Sale/POS system knowledge is aplus

At least 1 year of relatedexperience. 

Our ideal candidate will demonstrate thefollowing: excellent communication skills, able to demonstrate prior skills andabilities, ability to prioritize, multi-tasking capability, contribute tothe team and be an effective team player, and can demonstrate a commitment toensuring customer success. Must be able to work weekend shifts.

DetailedDescription and Job Requirements

 As a member of the Supportorganization, you will resolve post-sales customer inquiries via phone andelectronic means. Your focus is to provide first level customer support,including product configuration issues, triage and confirming contracts.

In this role, you will provide guidance andreal time resolution on a wide range of technical and non-technical customerissues including, but not limited to: product compatibility and configuration,license reconciliation, support entitlements and validation, invoice andshipping inquiries, electronic support troubleshooting and productavailability. Handle open service requests that are dispatched, implementfixes, (i.e. writing SQL scripts, and document the case for escalation),analyze the hardware or software problem and write case notes in the trackingsystem. Work is routine in nature. Support may be delivered via electronicchannels (web, e-mail, etc.) or phone. Position may work in a call centerenvironment as needed. Also, you will be the point of contact for newcustomers, introducing and educating them on Oracle as a whole. You will alsohave the opportunity to gain knowledge of specific product areas within ourcore technologies and/or applications.

Prior working knowledge of or the desire toquickly learn about Oracle products. In addition, you will need to understandthe use of operating systems, hardware environments, software, networking,Oracle products and how they all interrelate in a customer environment. Anideal candidate will demonstrate excellent communication skills, demonstrateprior abilities to be an effective team player, and will demonstrate commitmentto ensuring customer success. Associates degree.


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 little direction from 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. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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.

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