Customer Service Analyst 3-Support- BILINGUAL

Job description

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, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Desired profile

Qualifications :

The main function of a Customer Advocacy Manager LAD region for Hospitality is to be a single point of contact for the customer, directing and coordinating activities with internal teams. Incident and escalation, change and problem management is part of the day to day, along with driving metrics improvement.
Educating both the internal and external customer.

A CAM LAD interacts inside Oracle with many different areas, including technical and non technical profiles. The external interaction is with customers based in LAD for the Hospitality Business.

Key Responsibilities

 Manage service delivery using an evidence informed approach to improve outcomes for clients.
 Ensure service related documentation is accurate and kept up-to-date at all times
 Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures.
 Coordinate and participate in monitoring, review and auditing processes related to support requests and service delivery
 Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.
 Review objectives, follow up on issues and trends and propose action plans for process improvements
 Devise and implement relevant and meaningful processes to meet client expectations.
 Provide an effective on-call response service, as appropriate.
 Produce accurate and timely reports to demonstrate delivery performance to nominated customers and to ensure effective management of performance levels
 Develop strong working relationships and increasing engagement / collaboration with peers and customers
 Ensure support services are aligned with agreed business needs and business expectations are both met and managed
 Through daily support activities, strives for a high degree of customer satisfaction resulting in a positive references for the products that we offer
 Conduct Monthly and Quarterly business reviews with customers
 Demonstrate a proactive approach towards resolving and preventing incidents
 Handle escalations in an very effective way

Skills and Experience
 Degree in Computer Science, Information Systems, Hospitality or related field.
 2+ years’ experience with support operations, with a proven record of driving process improvement and increasing customer satisfaction
 Strategic Thinking – ability to create a vision and deliver to clients with a proactive and holistic approach
 Teamwork – candidates will need to be strong team players, who support their colleagues and share their skills.
 Good interpersonal, work flow management and communications skills.
 Experience in similar roles within IT or Hospitality environment, preferably both.
 Excellent analytical troubleshooting skills and ability to own problems and escalations through resolution as well as being able to analyze basic statistical data
 Ability to demonstrate a mature understanding of stake holders
 Excellent documentation and PowerPoint presentation skills (i.e. able to efficiently create a multi-page deck to deliver a key message
 Good project and time management skills - Ability to work independently and manage one’s time.
 Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
 Fluent in Spanish is a must, Portuguese a plus
 Knowledge of business and management principles involved in strategic planning, resource allocation and production methods.
 Ability to influence technology decisions and represent accordingly