Oracle Operations and Customer Support Analyst in Salt Lake City, Utah
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.
The OCI Customer Support group provides front-line support to OCI customers both internally and externally. As a Business Analyst working within the Customer Support team, you will focus on auditing and analyzing the support experience. You will be supporting the Quality Assurance program through providing insight on break points in our support experience, identifying process improvements, preparing reporting and key data points for executives and advocating for the customer within internal teams.
Key responsibilities include:
Review urgent and critical incidents for quality.
Queue reviews with engineers to ensure quality and efficiency of support.
Report high visibility cases, escalations, customer trends to management.
Act as information resource to the management team.
Calibrate with managers on audit methodology
Analyze and identify process improvement opportunities
Collect and manage Quality data points for analysis
Pull reporting /automate reporting in the system as needed
Visualize break points for report out to leadership
Skills and Qualifications:
Ability to understand complex systems and workflows
Ability to research complicated problems and engineer solutions through online research as needed
Ability to write SQL queries
Strong Excel experience with experience in functions, visual graphing, and pivot tables.
Ability to join multiple types of data sets to identify trends
Ability to visualize data to drive recommendations effectively
Understanding of how CRM systems work and function
Understanding of Cloud Infrastructure products and how it functions
Solid verbal, interpersonal and written communication skills with the ability to make presentations
Excellent organizational, time-management and multi-tasking skills
Looking to continuously grow and learn and does not look for the path of least resistance
Ability to think and act in an innovative and creative way
Schedule & Availability
- Quality Assurance analysts should expect to work 8:30AM to 5PM local time as part of a follow the sun model as well as on call as needed for urgent priorities and projects.
Job: *Business Operations
Title: *Operations and Customer Support Analyst *
Location: United States
Requisition ID: 20000W42