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Customer Service Analyst 2-support

hace 6 meses

Zapopan, México Oracle A tiempo completo

**Position Scope**:

- Responds to all incoming calls, from both external and internal customers
- Translates Service Requests (SRs) within language scope
- Monitors work queues for exceptions, new SRs and transfers
- Report to a regional Global Customer HUB manager
- Works with GRID engineers, managers and other internal resources to facilitate the resolution of customer issues
- Has no direct reports
- Resolves assigned SR’s

**Accountabilities**:

- Takes ownership and coordinates resolution of customer’s service requests in local language
- Maintain knowledge of current Oracle business flows and ensures that team resources act in the same way
- Operate in line with Customer Service HUB business processes and procedures
- Provides the best possible translation for both customer and GRID engineer using collaboration methods as necessary
- Manages queue and SRs to provide the highest level of customer service within standard support guidelines

**Personal Competencies**:

- Strong communication skills (verbal and written)
- Adapts to change easily
- Ability to manage multiple tasks
- Aptitude for analytical problem solving
- Solution oriented
- Quality
- Problem solving
- Planning and organizing
- Self-motivation

**Interpersonal Competencies**:

- Customer focus
- Teamwork
- Influencing and negotiating
- Working globally

**Preferred Qualifications**:

- Bachelor’s degree
- Between 1 and 6+ years’ work experience with a minimum of 2 years customer support experience for IC1 and above.
- Strong understanding of customer service principles
- Language Skills: Full proficiency in English plus Spanish. Additional languages such as Korean, Japanese, French or Portuguese are considered a plus.

**Additional Information**

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.

As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction or supervision. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is generally provided in real time with research and follow up for more complex matters.

**Responsibilities**:

- Ensure that HUB tasks are handled during active shift
- Provides verbal or written translations when customer requires local language support
- Uses SR quality guidelines when updating and managing SRs
- Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
- Responds quickly to customer requests for escalations by using documented escalation process
- Encourages customers to use English versus local language for SR resolution
- Encourages customers to use customer portal versus phone
- Contributes to continuous process improvement initiatives
- Reacts to system or process issues by contacting responsible technical contacts or reports problem to a Regional Global Customer HUB manager
- Contributes to process and system development and knowledge management