Job DescriptionWe are seeking a Support Analyst to join the Oracle Customer Support Team. A successful candidate for this position provides support for a 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. 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. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree.In lieu of degree may substitute 4 years professional experienceResponsibilitiesWhat 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 Saturdays and holidays on a rotation with team
3+ 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
This is a remote position. Experience with working remotely is a plus
Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $20.19 to $54.13 per hour; from $42,000 to $112,600 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.Disclaimer: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. Which includes being a United States Affirmative Action Employer
