Customer Service Analyst 2

Customer Service Analyst 2 - Support-2200092E

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**Global Customer HUB Engineer**

The role of Global Customer HUB is to receive incoming calls for assistance, manage service requests, monitor specific queues, provide assistance to internal customers and perform translations in accordance with service standards.

The Global Customer HUB engineer will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers.

**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

**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

**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.

**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