Customer Service Analyst 4-Support

Oracle•United States,

About The Position

This role involves providing post-sales, non-technical customer support, primarily focusing on customer access, account issues, entitlements, and user group inquiries. The analyst will handle incoming customer work volume through various channels, including My Oracle Support chats, OCI chats, service requests, and phone callbacks. A key aspect of the role is providing live verbal translation between Brazilian Portuguese and English during customer and internal calls, including high-priority situations. The position requires representing customer expectations and advocating for their needs within Oracle teams, utilizing tools to diagnose and resolve problems, and conducting connected sessions with customers. The analyst will also promote Oracle tools and processes, collaborate with internal teams, and contribute to knowledge management. Ownership of issues and follow-through to resolution are essential. The company is a leader in AI and cloud solutions, impacting billions of lives.

Requirements

U.S. citizenship is required.
Fluency in Brazilian Portuguese and English, including the ability to communicate professionally and clearly in both languages.
Ability to provide live verbal interpretation between Brazilian Portuguese and English during customer calls.
5+ years of relevant experience in customer support, service desk, technical support, post-sales support, customer operations, or a related field preferred for senior-level consideration.
Candidates with 3+ years of strong relevant experience may be considered for an alternate level.
Strong customer service skills and a customer-first mindset.
Excellent verbal and written communication skills.
Strong problem-solving and analytical abilities.
Ability to manage multiple customer issues with varying levels of severity.
Strong time management and organizational skills.
Ability to work independently with limited direction from management.
Availability to work non-standard shifts, including weekends, holidays, and rotating on-call coverage.
Availability to support alternative shifts, including overnight/graveyard shifts, as business needs require.
Ability to work effectively in a fast-paced, team-oriented environment.
Willingness to learn Oracle tools, processes, systems, and support procedures.

Nice To Haves

Experience supporting enterprise customers or high-priority customer issues.
Experience handling customer inquiries through chat, service requests, phone, or electronic support channels.
Experience providing live verbal interpretation in a business, customer support, or technical support environment.
Experience acting as an escalation point, mentoring peers, or guiding less-experienced team members.
Familiarity with support ticketing systems, knowledge management tools, or customer relationship management tools.
Experience working in a global support environment with SLA-driven customer commitments.
Experience supporting weekend, holiday, after-hours, or on-call operations.

Responsibilities

Read, write, and speak Brazilian Portuguese and English fluently to support customers and manage customer issues in both languages.
Provide Brazilian Portuguese and English live verbal translation during customer calls, including manager calls and Severity 1 customer calls.
Handle incoming customer work volume through channels such as My Oracle Support chats, OCI chats, My Oracle Support service requests, and phone callbacks.
Provide post-sales, non-technical customer support related to customer access, account issues, entitlement, user group issues, and other support-related inquiries.
Support weekend, holiday, and after-hours business coverage as assigned.
Participate in rotating on-call coverage for alternative shifts, including overnight/graveyard shifts, to support operational continuity and urgent customer needs.
Represent customer expectations and advocate for customer needs while working with Oracle teams to resolve issues.
Use automated tools and internal resources to diagnose, track, and resolve customer problems.
Conduct connected sessions with customers when needed to assist with support processes, tools, and issue resolution.
Promote and instruct customers on Oracle tools, processes, and best practices.
Collaborate with senior engineers and internal teams to address product-related or process-related customer issues.
Create, review, and contribute to knowledge management articles and support documentation.
Participate in team meetings, training sessions, and professional development activities.
Take ownership of assigned issues, ensure accountability, and follow through to resolution.