Technical Support Engineer

Job Description

We are seeking a Support Analyst to join the Oracle Customer Support Team. A successful candidate for this position provides support fora wide variety of issues across Oracle Aconex platform. This candidate is successful when working on complex problems while balancing an increased workload in a fast-paced environment. Follow all support procedures to ensure that all contractual support obligations are being met.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 5+ years of work prior work experience along with a minimum of Bachelors degree.

Responsibilities

What you will do:

Telephone support and Troubleshooting:

• Handle calls professionally and deal with queries efficiently
• Adjust tone/level according to who the caller is.
• Provide expert advice and recommendations on how to use the Aconex system
• Acquire a comprehensive knowledge of Oracle Aconex in order to troubleshoot and support effectively
• Well-developed diagnostic skills to quickly identify specific problems, recognizing the cause and where necessary offering a suitable fix (or workaround where necessary)
• Keen investigative skills enable to test and recreate specific issues
• Build thorough cases through the collection of relevant data
• Document knowledge articles
  
  
  

Customer care:

• Build and maintain relationships with key clients
• Respond to customer inquiries, software-related queries and provide technical support and case management of issues, including follow-up
• Educate clients about new features or add-ons
• Recognize where further assistance may be required by the client
• Follow and execute customer service procedures
• Proactively provide input into customer service strategy, procedures, and direction.
• Work closely with the Client Services and Sales team to promote teamwork and collaboration
• Acquire an understanding of industry processes in order to provide best practice advice to clients
  
  
  

Reporting:

• Recognize leads and referrals for the Sales/Business Development Team
• Maintain all customer interaction records by logging in to CRM
• Record all issues, bugs, improvements, and new feature requests in the incident management ticketing system, Jira.
• Gather feedback from customers about the Aconex system in order to provide product development input
  
  
  

Requirements:

• Master communicator- ability to communicate effectively with customers both verbally and written communication
• Ability to work on weekends and holidays
• 5+ years of helpdesk support or customer service experience
• Experience in technical troubleshooting/problem solving
• Excellent written and verbal communication skills
• Good time management and organizational skills
• Interpersonal and teamwork skills
• Patience and enthusiasm, self-motivated
• Strong problem-solving abilities
  
  
  

It would be awesome if you also had:

• Experience with supporting a SaaS (Software as a Service) application
• Construction industry experience
  
  
  

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 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.