Customer Service Analyst 1-Support

About the Role

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.

Key Responsibilities

• Deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs.
• Field and resolve post-sales non-technical customer inquiries via phone and electronic means.
• Respond to technical questions regarding the use of and troubleshooting for Electronic Support Services.
• Act as a primary point of contact for customers.
• Serve as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management.
• Provide guidance and resolution on a wide range of technical and non-technical customer issues.
• Provide resolution primarily in real time, with follow-up for more complex matters.

Requirements & Tech Stack

• Phone support
• Electronic communication (e.g., email)
• Troubleshooting
• Electronic Support Services