Global Sales Support - Business Analyst
29d ago

Preferred Qualifications

TheGSCO (Global Sales and Consulting Operations) central team is responsible forproviding training, business, contract support and communications on the SalesSystems and Tools used by Sales and Consulting globally.

The focus of this role will be to support Oracle’s Sales Organization via chatand incident support using Oracle’s Service Cloud product.

The GSCO Business Analyst will report to the GSCO Team Lead and will beresponsible for providing high quality, responsive support to Oracle’s GlobalSales and Consulting teams.

Successful candidates should have 18 months of overall experience in GSCO Team providingsales support via chat or email.

Should have strong knowledge in one of thefollowing tools (OSC, WQ, CPQ, GSI, DAS, QRS) and Process (Cloud and non-cloud)Professional-

level English written and verbal skills and a commitment to highquality customer service are also essential.

Job duties are varied and complex, needing independent judgment and include butare not limited to :

Responsibilities :

  • Provide chat, email support to resolve user problems with proactivetroubleshooting 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 appropriatechannels.
  • Proactively identify opportunities to optimize and develop processes &tools geared toward improving internal efficiency, resolution rate and customersatisfaction.
  • 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 highquality
  • Work and communicate with cross-functional teams (engineering, sales, productspecialists, etc) using various channels of internal
  • Escalate support requests to management and ensure they receive theappropriate attention
  • Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)are met
  • Undertake admin responsibilities as required
  • Support new process / policy roll-outs
  • Undertake other projects as required
  • Skills :

  • 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 supportchannels.
  • Ability to multi-task and work with minimum supervision.
  • Flexible to work in Variable Shift.
  • Strong analytical, problem solving, troubleshooting skills & Interpersonalskills
  • Attention to detail with the ability to complete a large volume of workquickly and independently
  • Ability to work collaboratively in a diverse team environment.
  • Proactive approach (ability to identify top support areas, innovate andsuggest process improvements)
  • Open to work in 24*7 environment including holidays
  • Good keyboarding skills, PC skills, esp. in Word / Excel
  • Team player withvery good interpersonal skills and forward-looking attitude
  • Open to ideas / feedback
  • Ability to interpret, clearly articulate and advise sales on potentialobjections to Oracle’s policies and commercial terms
  • Ability to proactively analyze and recommend best course of action forcomplex 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 internalcustomers
  • Ability to work independently and in a dynamic environment
  • Positive and Can Do Attitude
  • Results orientated
  • 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.


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