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Oracle Customer Service Analyst in Tokyo, Japan

Customer Service Analyst

Preferred Qualifications

Responsibilities/Requirements

As a member of the Global Support organization, you will resolve customer

technical inquiries generated from our clients. Your primary focus is to

provide Client Specialist support including problem resolution within published

goals using the Oracle resource knowledge base.

In this role as a Level One, you will

provide guidance and real time resolution on a wide range of technical and

non-technical customer issues including, but not limited to: product

compatibility and configuration, support entitlements and validation,

electronic support troubleshooting and product availability.

You will create and handle open service

requests that are dispatched, implement fixes, (i.e. document the case for

escalation), analyze the hardware or software problem and write case notes in

the tracking system. Support may be delivered via electronic channels

(web, e-mail, etc.) or phone.

Position will be required to work in a call

center environment and applicant should be available for any shift,

including weekends. Also, you will be the point of contact for customers,

introducing and educating them on Oracle as a whole. You will also have

the opportunity to gain knowledge of specific product areas within our core

technologies and/or applications.

Prior working knowledge of or the desire to

quickly learn about Oracle products is preferred! In addition, you will

need to understand the use of operating systems, hardware environments,

software, networking, etc. We are open to seeing your experience in all

of these areas. You will get to see and use Oracle products and how they all

interrelate in a customer environment.

Call center experience preferred.

Industry knowledge while working in retail

settings is helpful.

Point of Sale/POS system knowledge is a

plus

At least 1 year of related

experience.

Our ideal candidate will demonstrate the

following: excellent communication skills, able to demonstrate prior skills and

abilities, ability to prioritize, multi-tasking capability, contribute to

the team and be an effective team player, and can demonstrate a commitment to

ensuring customer success. Must be able to work weekend shifts.

DetailedDescription and Job Requirements

As a member of the Support

organization, you will resolve post-sales customer inquiries via phone and

electronic means. Your focus is to provide first level customer support,

including product configuration issues, triage and confirming contracts.

In this role, you will provide guidance and

real time resolution on a wide range of technical and non-technical customer

issues including, but not limited to: product compatibility and configuration,

license reconciliation, support entitlements and validation, invoice and

shipping inquiries, electronic support troubleshooting and product

availability. Handle open service requests that are dispatched, implement

fixes, (i.e. writing SQL scripts, and document the case for escalation),

analyze the hardware or software problem and write case notes in the tracking

system. Work is routine in nature. Support may be delivered via electronic

channels (web, e-mail, etc.) or phone. Position may work in a call center

environment as needed. Also, you will be the point of contact for new

customers, introducing and educating them on Oracle as a whole. You will also

have the opportunity to gain knowledge of specific product areas within our

core technologies and/or applications.

Prior working knowledge of or the desire to

quickly learn about Oracle products. In addition, you will need to understand

the use of operating systems, hardware environments, software, networking,

Oracle products and how they all interrelate in a customer environment. An

ideal candidate will demonstrate excellent communication skills, demonstrate

prior abilities to be an effective team player, and will demonstrate commitment

to ensuring customer success. Associates degree.

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 of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Job: Support

Location: JP-JP,Japan-Tokyo

Job Type: Regular Employee Hire

Organization: Oracle

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