Sales Support Associate

2 weeks ago

Bengaluru Karnataka, India Oracle Full time

Contractor-Nonbillable

Career Level - N/A

**Responsibilities**:

- 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 appropriate channels.
- Proactively identify opportunities to optimize and develop processes & tools geared toward improving internal efficiency, resolution rate and customer satisfaction.
- 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 high quality
- Work and communicate with cross-functional teams (engineering, sales, product specialists, etc.) using various channels of internal
- Escalate support requests to management and ensure they receive the appropriate attention
- Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
- Work across other lines of businesses and third parties e.g. business practices, legal
- Provide timely resolution of customer complaints and escalations including providing corrective actions
- Undertake admin responsibilities as required
- Support new process/policy roll-outs
- Undertake other projects as required **Skills**:

- Graduate in any discipline
- Should have strong knowledge in one of the following tools (OSC, WQ, CPQ, GSI, DAS, QRS) and Process (Cloud, UCM).
- Strong analytical, problem solving, troubleshooting skills & Interpersonal skills
- Attention to detail with the ability to complete a large volume of work quickly and independently
- Ability to work collaboratively in a diverse team environment.
- Proactive approach (ability to identify top support areas, innovate and suggest process improvements)
- Open to work in 24*7 environment including holidays
- Good keyboarding skills, PC skills, esp. in Word/Excel
- Team player with very good interpersonal skills and forward-looking attitude
- Open to ideas/feedback
- Ability to interpret, clearly articulate and advise sales on potential objections to Oracle’s policies and commercial terms
- Ability to proactively analyze and recommend best course of action for complex 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 internal customers
- Ability to work independently and in a dynamic environment
- Positive and “Can Do” Attitude
- Results orientated

LI-DNI

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