Customer Solutions Analyst/ Customer Services

Job Description The Customer Service team provides unique services and support to internal organizations and customers worldwide. Supported online venues include Oracle Store, Oracle Software Delivery Cloud, and License Key Provisioning. New area of focus serves laptop distribution for new hire onboarding.

Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.

Oracle is a global leader in cloud technology, and we are looking for a Customer Solutions Analyst/ Customer Services Representative to drive success as part of our Customer Service team. The Customer Service team provides unique services and support to internal organizations and customers worldwide. Supported online venues include Oracle Store, Oracle Software Delivery Cloud, and License Key Provisioning. New area of focus serves laptop distribution for new hire onboarding.

Responsibilities What you will do

• Provide world class customer service for Oracle’s online venues using phone, email and chat.
• Use Oracle applications to research customer inquiries and determine customer entitlement to products and services.
• Provision license keys and passwords that activate or enable access to Oracle products.
• Work cross functionally with company stake holders to develop procedures in support of evolving business needs.
• Create and maintain process documentation and publish to content management systems.
• Analyze trends and process performance through data collection and metrics.
• Identify, evaluate, and report issues to management that impact the quality of outputs.
• Manage customer feedback through department’s ISO-certified quality management system and contribute to continuous improvement initiatives

Desired Experience

• BA/BS college degree or relevant work experience
• Technical aptitude; learns new technology quickly
• Proficient in English (writing and verbal)--multiple language skills a plus
• 1-2 years work experience--may include internship(s)
• Proficient in Excel, Powerpoint (HTML is a plus)

Skills Required Personal Drive - demonstrate a sense of urgency, motivation, and tenacity in achieving objectives.

Customer-Oriented - interprets and matches the customer's business needs to the capabilities of Oracle; balances customer needs with Oracle policy.

Communicates Effectively - conveys knowledge and credibility with effective structuring of ideas, opinions, and information, in writing and speaking.

Results Oriented - personally does what is needed to complete the work; learns new concepts and technology quickly; demonstrates persistence in the face of setbacks; delivers high quality results on time.

Problem Solving - demonstrates resourcefulness by exploring a range of alternatives and options to resolve problems; quickly recognizes new problems and develops solutions within appropriate time scales.

Decision Making - makes balanced and timely decisions with incomplete information; evaluates a number of different options and demonstrates the capacity to anticipate problems.

Planning and Organization - plans, coordinates, and monitors multiple activities while optimizing the use of resources to achieve a goal.

Adapts to Change - responds to change by demonstrating flexibility and working effectively in ambiguous situations.

Work with International Teams - seeks relevant information and involvement from other global teams and departments for projects in own area; develops working relationships with colleagues globally.

What We Will Offer You

• A competitive salary with exciting benefits
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as life insurance, and access to retirement planning
• An inclusive culture that celebrates what makes you unique

At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity\-inclusion/

Qualifications Career Level - IC1

About Us Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.