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Oracle Operations and Customer Support Analyst (JoinOCI) in Chesterfield, Missouri

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Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Preferred Qualifications

The OCI Customer Support group provides front-line support to OCI customers both internally and externally. As a Quality Analyst working within the Customer Support team, you will focus on auditing and analyzing the support experience. You will be supporting the Quality Assurance program through providing insight on break points in our support experience, identifying process improvements, preparing reporting and key data points for executives and advocating for the customer within internal teams.

Key Duties and Responsibilities:

Evaluate quality of support provided by Customer Support Engineers across different product groups using multiple client contact channels (Phone, Email, Chat).

Provide quality summary in non-technical language based on behavioral and technical handling of support requests

Relationship Management:

Partner with Operations Leaders to help support delivery of QA findings and calibration sessions with agents

Work with Knowledge Management teams to ensure that identified gaps are addressed when needed with content and training

Process Improvement:

Document quality assurance activities with internal reporting and audits

Use a data driven process improvement approach to drive enhancement projects and track recommendation’s in a measurable way.

Skills and Qualifications:

  • Minimum of 3 years’ experience in customer service operations or equivalent

  • Ability to understand complex systems and workflows

  • Ability to research complicated problems and engineer solutions through online research as needed

  • Strong Excel experience with experience in functions, visual graphing, and pivot tables.

  • Ability to visualize data to drive recommendations effectively

  • Understanding of how CRM systems work and function

  • Understanding of Cloud Infrastructure products and how it functions

  • Solid verbal, interpersonal and written communication skills with the ability to make presentations

  • Excellent organizational, time-management and multi-tasking skills

  • Looking to continuously grow and learn and does not look for the path of least resistance

  • Ability to think and act in an innovative and creative way

Job: *Business Operations

Organization: *Oracle

Title: Operations and Customer Support Analyst (JoinOCI)

Location: United States

Requisition ID: 20000ZEQ

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