M&D Customer Solutions Analyst Intern - OVIP

About the role

The Customer Service team provides unique services and support to internal organizations and customers worldwide. Supported online venues include Oracle Store, Oracle Software Delivery Cloud, License Key Provisioning and internal distribution of Employee Laptops. Customer Service analysts deliver service and support that represents the highest level of customer service and quality.

Responsibilities

• Provide world class customer service for Oracle’s online venues using phone, email, chat, and co-browse.
• 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 stakeholders 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.

Qualifications

• A 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)
• Proficient in Excel, Powerpoint (HTML is a plus)

Skills

• 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.

About Oracle

For more than four decades, Oracle has delivered innovations that have helped build entire industries. We remain the gold standard as the world’s first autonomous database and industry’s broadest and deepest suite of AI-powered cloud applications.