Looking for a bilingual English-Japanese customer service analyst ready for a new challenge in a fast-paced environment with these skills: translations (English/Japanese), strong customer service, problem-solving, communication, time management, and willingness to learn and work non-standard shifts.

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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

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Looking for a bilingual English-Japanese customer service analyst ready for a new challenge in a fast-paced environment with these skills: translations (English/Japanese), strong customer service, problem-solving, communication, time management, and willingness to learn and work non-standard shifts.

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Career Level - IC2

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In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Responsibilities:

• Language Proficiency: Read, write, and speak Japanese fluently to manage customer issues in that language.
• Professional Development: Emphasis on creating and executing individual development plans with management assistance, and actively participating in team meetings and training sessions.
• Customer Support: Managing issues of varying severity, representing customer expectations, and utilizing automated tools to diagnose and resolve problems.
• Customer Engagement: Conducting connected sessions with customers, promoting and instructing on Oracle tools and processes, and collaborating with senior engineers to address product-related issues.
• Knowledge Management: Creating and reviewing articles within knowledge management tools and networking across teams to enhance organizational visibility.
• System Administration: Participating in the maintenance of support workstations and addressing internal system issues by engaging appropriate resources.
• Customer Service Excellence: Taking ownership of issues, ensuring accountability, and leveraging best practices to enhance customer satisfaction.
• Flexible Work Schedule: Availability to work non-standard shifts, including weekends and holidays.

MDCJEN