Business Analyst Saleshelp - Revenue Enablement Services Job in Bengaluru at Oracle

Oracle is hiring for the role of Business Analyst Saleshelp - Revenue Enablement Services!

Responsibilities of the Candidate:

• Provide chat, email support to resolve user problems with proactive troubleshooting
• Follow predefined (as trained) support procedures and policies
• Master the use of our support channels, processes & tools
• Identify and report Partner/user issues & feedback through appropriate channels.
• 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
• Support team lead/ manager when required
• CSAT/resolution rate initiatives
• Ability and willingness to quickly complete large volumes of work with high quality
• Work and communicate with cross-functional teams (engineering, sales, product specialists, etc.) using various channels of internal
• Escalate support requests to management and ensure they receive the appropriate attention
• Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
• Work across other lines of businesses and third parties e.g. business practices, legal
• Provide timely resolution of customer complaints and escalations including providing corrective actions
• Undertake admin responsibilities as required
• Support new process/policy roll-outs
• Undertake other projects as required 

Requirements:

• Graduate in any discipline
• Must have experience in sales support handling Chats & emails.
• Should have strong knowledge in one of the following tools (Front Office: OSC, SPA, SMC, Back Office: CPQ, DAS, QRS) and Process (Cloud, UCM).
• Excellent written communication skills in English for email and chat support channels
• 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
• Good keyboarding skills, PC skills, esp. in Word/Excel
• Team player with very good interpersonal skills and forward-looking attitude
• Open to ideas/feedback
• Ability to interpret, clearly articulate and advise sales on potential objections to Oracle’s policies and commercial terms
• Ability to proactively analyze and recommend best course of action for complex contract scenario’s within a sales cycle
• Ability to deal with challenging support requests in a timely manner
• Ability and desire to provide excellent customer service to internal customers
• Ability to work independently and in a dynamic environment
• Positive and “Can Do” Attitude
• Results orientated