Global Partner Support Analyst with English and French/Italian

Job Description

The team provides solutions to the Oracle partner base while serving as advocates for their needs. This involves resolving inquiries via Partner Help tickets and other electronic means (i.e. Zoom conferences). As primary points of contact for partner administrators, the team is responsible with providing guidance to Oracle Partners in accelerating their Solution or Service offerings on Oracle to Market, within the Oracle Partner Program, in a 24/5 model, by understanding and proactively addressing partner questions /challenges through their partnership lifecycle with Oracle, as well as voicing their concerns.

The team employs a Tiers model, which facilitates a streamlined and simplified partner engagement by splitting roles and responsibilities amongst Partner Assistance representatives.

This role will fill in a Tier 1 Partner Assistance gap in Bucharest day shift. As a Tier 1 Partner Assistance representative you are to assist partners by providing quick and easy to follow instructions, respond to how-to questions, use templates and knowledge articles to guide partners in solving their queries even from first reply, as well as ensuring to regularly provide insights following partner interactions and feedback, in order to drive continuous partner experience enhancements.

For the Tier 1 Partners Assistance role, the following qualifications are required:

• Advanced level of English and French/Italian is essential - Ability to understand and talk to a native about familiar and unfamiliar topics (minimum B2, preferred C1/C2)
• Embrace and adapt to constant change
• Master complexity (in order to be able to troubleshoot complex partner inquiries)
• Learning agility (ability to use past learning and apply them in a totally new situation and environment, consume available training materials and be conscious of the learning methods that best work for each)
• Collaboration (key for collaborating with internal stakeholders, peers and supporting teams on a global scale - proven record of experience)

Responsibilities

• Identify partner facing gaps in the internal processes related to the Oracle PartnerNetwork; afterwards, recommend corrective actions and help partners move faster to the next stage
• Be there when Oracle partners need the 1:1 interaction, for a complete partner experience (digital and human)
• Help partners embrace the Oracle Partner Program by replying to their questions in a fast and efficient manner
• Handle inbound queries from existing Oracle partners in a 24/5 Follow The Sun model under set SLAs
• Understand the Partner desired outcome and perform basic troubleshooting steps, research in internal and external knowledge databases and policies in order to provide accurate guidance
• Leverage internal AI technologies and resources in order to help simplify and streamline the partner interactions
• Provide solution for the Partner simple inquiry and close or gather more details, engage appropriate team to resolve (if needed).
• Provide time to resolution to Partner for each inquiry, if available and assist partner until full resolution and closure
• Ensure a positive Partner satisfaction survey for each solved inquiry, through Process & Troubleshooting knowledge and taking full ownership, courtesy, customer orientation and needed language skills
• Presentation skills - Creates and delivers clear presentations to external customers using templates and other available resources

OTHER RESPONSIBILITIES:

• Proactively handle multiple tasks, ensuring high service levels are maintained for all handled requests.
• Continuously undertake training to ensure understanding of the Oracle PartnerNetwork program and related processes.
• Take responsibility for personal career development within the company.
• Proven time management skills (plan, prioritize, organize work). Respond in a timely manner to other activities requested by the management team, early or late working shifts might be required and possibly work during some public holidays.
• Experience in working with defined processes but also able to deal with new scenario
• Diplomacy (you may be talking to executives or business owners of Oracle partners)
• Displays strong tenacity and drive to get things through to successful closure

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 veteran's status or any other characteristic protected by law.

Qualifications

Career Level - IC2

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and 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 [email protected] 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.