Customer Solutions Analyst - Fraud Mitigation

Job description

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

Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Works within defined procedures and routines with limited autonomy. Problem solving involves research and verification. Includes new graduate entrant with no professional experience; trainees, interns. Entry level position. Prefer 0-2 years of experience and good communication skills.

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.

Desired profile

Qualifications :

Job Title: Customer Service Analyst

Organization Name: Customer Service

Department Description:

The Customer Service team provides unique services and support to internal organizations and customers worldwide. Supported online venues include Oracle Store, Cloud Store, Oracle Software Delivery Cloud, and License Key Provisioning.

Brief Posting Description:

Customer Service analysts deliver service and support that represents the highest level of customer service and quality. To do this, the analyst will:

·  Provide world class customer service for Oracle's online venues using phone, email, chat, and co-browse.
·  Monitor, diagnose, and disposition fraudulent transactions through the use of fraud prevention technologies.
·  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

Preferences:

BA/BS college degree

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) preferred

Proficient in Excel, Powerpoint (HTML is a plus)

Skills Preferred:

·  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.