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Job Description

Position Details

Hybrid position; work in office environment Monday – Wednesday, remote work from home Thursday and Friday.

Position Responsibilities

Customer Support

Manage initial and follow-up customer communications via email, phone, and Microsoft Teams.

Resolve Zendesk tickets related to Oracle and DX subscription inquiries and issues.

User and Subscription Management

Maintain Oracle user profiles, including creation, updates, and assignment of responsibilities.

Administer DX subscriptions and manage escalations as required.

Cross-Functional Collaboration

Partner with Regional Service Managers, ASOs, Regional Sales Managers, and IT to resolve Oracle ERP issues and complete special initiatives.

Collaborate with Finance, DBS, and IT to ensure accurate account setup and issue resolution.

Data Integrity and System Management

Maintain Oracle account data accuracy.

Monitor workflows, merge duplicate sites, and ensure consistency across systems.

Contract and Licensing Support

Support contract and product licensing reviews.

Address issues related to Oracle ERP, UMA, and related agreements.

Performance Management

Understand, track, and meet established daily, weekly, and monthly KPIs and SLAs.

Additional Responsibilities

Support cross-departmental initiatives as needed.

Perform other duties as assigned.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Required Qualifications and Skills

• Strong administrative, clerical, and organizational capabilities.

• Demonstrated customer service experience.

• Self-motivated with strong problem-solving and follow-through skills.

• Ability to manage shifting and competing priorities effectively.

• Excellent verbal and written communication skills with attention to accuracy.

• Highly organized, adaptable, and able to work professionally under pressure.

• Proven time management and multitasking abilities.

• Strong attention to detail and conflict resolution skills.

• Intermediate proficiency in Microsoft Office applications.

• Experience working effectively in a virtual environment.

• Ability to work collaboratively within a team and independently when required.

• Demonstrated ability to identify and recommend process improvement opportunities. Preferred Qualifications

• Experience working with Oracle systems.

• Bachelor’s degree in Business or equivalent professional experience.