Sales Operations Analyst 1 Job in Bangalore at Oracle

Oracle is hiring for the role of Sales Operation Analyst 1!

Responsibilities of the Candidate:

• Provide chat and email support to resolve user problems with proactive troubleshooting.
• Follow predefined support procedures and policies.
• Master the use of support channels, processes, and tools.
• Identify and report partner/user issues and feedback through appropriate channels.
• Proactively identify opportunities to optimize and develop processes/tools to improve efficiency, resolution rate, and customer satisfaction.
• Effectively and judiciously escalate issues with clear communication.
• Support team lead/manager when required.
• Contribute to CSAT/resolution rate initiatives.
• Quickly complete large volumes of work with high quality.
• Work and communicate with cross-functional teams (engineering, sales, product specialists, etc.) using various internal channels.
• Escalate support requests to management and ensure appropriate attention is given.
• Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.
• Collaborate with other lines of business and third parties (e.g., business practices, legal).
• Provide timely resolution of customer complaints and escalations, including corrective actions.
• Undertake administrative responsibilities as required.
• Support new process/policy roll-outs.
• Undertake other projects as required.

Requirements:

• Graduate in any discipline.
• Experience in sales support handling chats and emails.
• Strong knowledge in one or more tools (OSC, WQ, CPQ, GSI, DAS, QRS) and processes (Cloud, UCM).
• Excellent written communication skills in English for email and chat support channels.
• Strong analytical, problem-solving, and troubleshooting skills.
• Attention to detail with the ability to complete a large volume of work independently.
• Ability to work collaboratively in a diverse team environment.
• Proactive approach to identify top support areas, innovate, and suggest process improvements.
• Open to working in a 24x7 environment, including holidays.
• Good keyboarding and PC skills, especially in Word/Excel.
• Team player with strong interpersonal skills and a forward-looking attitude.
• Open to ideas and feedback.
• Ability to interpret, articulate, and advise sales on objections to Oracle’s policies and commercial terms.
• Proactive analysis and recommendation of the best course of action for complex contract scenarios within a sales cycle.
• Handle challenging support requests in a timely manner.
• Desire to provide excellent customer service to internal customers.
• Ability to work independently and in a dynamic environment.
• Positive and "Can Do" attitude.
• Results-oriented mindset.