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Customer Service Analyst 1-support

2 semanas atrás

Sao Paulo, Brasil Oracle Tempo inteiro

Customer Service Analyst 1-Support-220007OF

**Applicants are required to read, write, and speak the following languages**: English, Portuguese

**Preferred Qualifications**

As a member of the Support organization, your focus is to deliver post-sales support in languages other than English and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of the product and troubleshooting for our Electronic Support Services using our Machine Translation Tool. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support operations and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
- Performs translation of online communication to/from customers using our Machine Translation Tool
- Interprets communication between customer and technical support specialist.
- Handle inquiries and problems within assigned major product area expertise/ skill set and effectively triage those outside area of expertise and transfers to the next Support level
- Translates documents, processes and templates.
- Proofread, edit, and revise translated materials.
- Promptly resolve inbound calls and online Support cases from customers, partners and internal employees.
- Help in new hire enablement
- Participates in minor Support Operations Special ML Projects/Assignments.
- Understanding of NetSuite Product and Features
- Good grasp of Support Policies and Procedures.
- Good grasp of Multi-Language Case Management Policies and Procedures.
- Above average communication skills, both verbal and written.
- Strong work ethics and team collaboration skill.
- Above average sense of urgency.
- 0 to 2 years work experience or at least 1 year NS related experience.

**Detailed Description and Job Requirements**

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

**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.**

**Job**: Support
**Location**: BR-BR,Brazil-Sao Paulo

**Job Type**: Regular Employee Hire
**Organization**: Oracle