Business Analyst – Saleshelp, Revenue Enablement Services
Location: Bengaluru, Karnataka, India
Job ID: 297231
Job Category: Business Practice and Operations
Role: Individual Contributor
Job Type: Regular Employee
Experience: 0 to 2+ years
Security Clearance: Not Required
Visa Sponsorship: Not Available
Languages Required: English
About the Role
Oracle ke Global Sales and Consulting Operations (GSCO) team mein aap Sales aur Consulting professionals ko Oracle Service Cloud (OSC) aur doosre tools ke zariye chat aur email support denge. Aapka role high-quality customer service dena, process improvements suggest karna, aur cross-functional teams ke saath collaborate karna hoga.
Key Responsibilities
Chat aur email ke madhyam se user problems ka samadhan karna aur proactive troubleshooting karna.
Training ke dauraan diye gaye predefined support procedures aur policies ko follow karna.
Oracle ke support channels, tools, aur processes ko achhi tarah seekhna aur use karna.
Partner/user issues aur feedback ko sahi channel ke through report karna.
Efficiency, resolution rate, aur customer satisfaction badhane ke liye process aur tools ko optimize karne ke suggestions dena.
Complex issues ko sahi samay par escalate karna aur clear communication ke saath management tak le jana.
CSAT (Customer Satisfaction) aur resolution rate goals ko achieve karna.
High-quality aur high-volume workload ko tezi se complete karna.
Cross-functional teams (engineering, sales, legal, etc.) ke saath coordinate karna.
Complex support requests ko timely handle karna.
Support requests ko escalate karne ke baad bhi unka follow-up karna.
Logs, configuration details gather karke reported issues ka reproduction attempt karna.
Knowledge Base (KB) ko maintain karna aur naye solutions document karna.
Top support areas ko identify karke process improvements ke liye tools ya utilities develop karna.
New policy/process rollouts mein active participation dena.
Admin aur support projects handle karna as needed.
24x7 environment mein night shifts aur weekends mein kaam karne ke liye ready rehna.
Required Skills
Kisi bhi discipline mein graduation.
Sales support experience (chat & email handling).
Niche tools ka knowledge:
Front Office: OSC, SPA, SMC
Back Office: CPQ, DAS, QRS
Process knowledge: Cloud, UCM
Email aur chat ke liye excellent English written communication skills.
Strong analytical, problem-solving aur interpersonal skills.
Tezi se kaam karne aur independently handle karne ki ability.
Team environment mein collaborate karne ki capacity.
Feedback aur naye ideas ke liye open-minded hona.
Oracle policies aur commercial terms ka interpretation aur objection handling.
Complex contract scenarios ka proactive analysis aur solution recommendation.
Internal customer ke liye excellent service dena.
Dynamic environment mein independently kaam karna.
Positive aur “Can Do” attitude rakhna.
Results-oriented approach follow karna.
Additional Responsibilities
Budgeting, planning, aur revenue forecasting activities perform karna.
Sales automation systems, costing models aur quote tools maintain karna.
Revenue variance analysis aur operational changes ka monitoring karna.
Client delivery schedules ko future revenue forecasting mein incorporate karna.
