Customer Service Analyst 1-Support

In this role, you will need to support callers with empathy and understanding while also maintaining proficient knowledge of the TPM solution. This is an inbound support center that takes pride in our white glove support model. 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 Textura Payment Management, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Portal. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. A Bachelor’s degree is preferred, and or three years related experience make an ideal candidate. You will need to have excellent communication skills, prior abilities to be an effective team player, and demonstrate commitment to ensuring customer success.

Education / Experience/ Responsibilities 

• Associates degree; Bachelor's degree preferred
• 3+ years software support / call center experience
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Experience with a support service desk tool preferred, but not required
• Report and track customer calls and issues using a support service desk tool
• Responding promptly to customer inquiries.
• High level comfort of answering phones and emails
• Ability to operate in a fast-paced environment
• Strong writing and communication skills
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Respond to questions, calls and requests from clients, and work with customers to fully understand, troubleshoot, and resolve their needs
• Keeping records of customer interactions, transactions, comments, and complaints.
• Highly committed, flexible, productive and team-oriented
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.

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.

 

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have 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, 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. Bachelors degree and prior related experience, 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.

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