Customer Service Analyst 4-Support

Oracle is a leading company that provides data, infrastructure, applications, and expertise to power innovations and solutions. They are seeking a Customer Service Analyst to support customers by managing issues in both Brazilian Portuguese and English, ensuring timely resolution across multiple channels, and maintaining service coverage during critical shifts.

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

Requirements:

• 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
• 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