Customer Service Analyst 4-Support at Oracle Risk Management Services

, , United States -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Brazilian Portuguese Fluency, English Fluency, Verbal Interpretation, Customer Support, Problem Solving, Analytical Abilities, Time Management, Organizational Skills, Account Management, Technical Support, Conflict Resolution, Knowledge Management, SLA Management, Communication Skills, Case Management, Customer Advocacy

Industry

IT Services and IT Consulting

Description

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. Required Qualifications * 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. Preferred Qualifications * 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. Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com [accommodation-request_mb@oracle.com] or by calling 1-888-404-2494 in the United States. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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Responsibilities

Act as a primary liaison between Oracle and customers, providing non-technical support for account and access issues. Provide live verbal translation between Brazilian Portuguese and English during critical customer calls and support sessions.