Customer Service Analyst 4-Support

As a primary point of contact for customers, you will act as a liaison between Oracle employees and customers with limited direction from management. You will provide guidance and resolution for a wide range of customer issues, including access, account, entitlement, user group, and other non-technical support matters. Most resolutions are provided in real time, with follow-up required for more complex issues. This position plays an important role in maintaining operational continuity, supporting weekend and after-hours coverage, and helping Oracle meet business commitments and service-level expectations. The role also supports Brazilian Portuguese live verbal translation needs during customer collaboration activities, including manager calls and Severity 1 customer calls. **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…