Oracle Operations and Customer Support Analyst (JoinOCI) in Chesterfield, Missouri
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.
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
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
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
Title: Operations and Customer Support Analyst (JoinOCI)
Location: United States
Requisition ID: 20000ZEQ