Job Location: Bengaluru, Karnataka, India
The GSCO (Global Sales and Consulting Operations) central team is responsible for providing training, business, contract support and communications on the Sales Systems and Tools used by Sales and Consulting globally.
The focus of this role will be to support Oracle’s Sales Organization via chat and incident support using Oracle’s Service Cloud product.
The GSCO Business Analyst will report to the GSCO Team Lead and will be responsible for providing high quality, responsive support to Oracle’s Global Sales and Consulting teams.
Job duties are varied and complex, needing independent judgment and include but are not limited to:
Responsibilities:
· Providing front-line support for the field sales organization; Specializing in the areas of opportunity management, Customer usage report, quote configuration, Sales policies and guidelines, sales best practices, negotiation of complex deals, and various other internal processes.
· Manage an individual ticket queue, while picking up new tickets on a daily basis. Follow the ticket workflow process from start to finish.
· Troubleshoot issue with sales tools, identify impact and partner with technical team to resolve it.
· Proactively work with stakeholders and leadership to identify areas for process improvement, implement changes, and communicate and drive greater efficiency and accuracy.
· Effectively and judiciously escalate issues with clear communication.
· Ability and willingness to quickly complete large volumes of work with high quality.
· Escalate support requests to management and ensure they receive the appropriate attention.
· Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.
· Undertake admin responsibilities as required.
· Support new process/policy rollouts.
· Undertake other projects as required.
Skills:
· Graduate in any discipline.
· Strong written and verbal communication skills in Japanese and English for email, call and chat support channels.
· Experience in sales operations/support handling Chats & emails.
· Strong knowledge in one of the following tools (CRM, CPQ, GSI, DAS, QRS) and Cloud and non-cloud sales process.
· Ability to multi-task and work with minimum supervision.
· Flexible to work in Variable Shift.
· 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 scenarios 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.
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