Oracle Global Sales Support - Business Analyst in Bengaluru, India
Global Sales Support - Business Analyst
GSCO (Global Sales and Consulting Operations) central team is responsible for
providing training, business, contract support and communications on the Sales
Systems and Tools used by Sales and Consulting globally.
The focus of this role will be to support Oracle’s Sales Organization via chat
and incident support using Oracle’s Service Cloud product.
The GSCO Business Analyst will report to the GSCO Team Lead and will be
responsible for providing high quality, responsive support to Oracle’s Global
Sales and Consulting teams.
Successful candidates should have 18 months of overall experience in GSCO Team providing
sales support via chat or email. Should have strong knowledge in one of the
following tools (OSC, WQ, CPQ, GSI, DAS, QRS) and Process (Cloud and non-cloud)
Professional-level English written and verbal skills and a commitment to high
quality customer service are also essential.
Job duties are varied and complex, needing independent judgment and include but
are not limited to:
- Provide chat, email support to resolve user problems with proactive
troubleshooting and analytical skills.
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
- Proactively identify opportunities to optimize and develop processes &
tools geared toward improving internal efficiency, resolution rate and customer
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
- 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
- Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Undertake admin responsibilities as required
Support new process/policy roll-outs
Undertake other projects as required
Graduate in any discipline
Must have experience in sales support handling Chats & emails.
Should have strong knowledge in one of the following tools (OSC, WQ, CPQ,
GSI, DAS, QRS) and Process (Cloud and non-cloud).
- Excellent written communication skills in English for email and chat support
Ability to multi-task and work with minimum supervision.
Flexible to work in Variable Shift.
Strong analytical, problem solving, troubleshooting skills & Interpersonal
- 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
Ability to work independently and in a dynamic environment
Positive and “Can Do” Attitude
Detailed Description and Job Requirements
Provides programs to improve operational efficiency, consistency, and compliance in support of the organization's financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.
Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Provides administrative support to the Business Analysts to collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Prepares updates to management received from the Business Analysts regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Assists in the communication of Oracle Business Practices to the organization and monitor process and approvals for full compliance. May assist in driving implementation of new processes and procedures.
Works on assignments that are routine in nature where limited judgment is needed. May determine methods and procedures on new assignments. May provide guidance to other support members. Applies technical aspects of the job to complete tasks. Typically 4 - 6 years of related experience.
Job: Business Operations
Job Type: Regular Employee Hire