Sales Support Associate

Contractor-Nonbillable

Career Level - N/A

Responsibilities:

Provide chat, email support to resolve user problems with proactive troubleshooting
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
Must have experience in sales support handling Chats emails.
Should have strong knowledge in one of the following tools (OSC, WQ, CPQ, GSI, DAS, QRS) and Process (Cloud, UCM).
Excellent written communication skills in English for email and chat support channels
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