Support Representative

Job Description

*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.As an Associate Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.)., *Primary purpose/objectivesWe are looking for a competent Support Representative to join our Service Desk team in Bangalore. As the first point of contact for global customers seeking support of the Aconex Cloud Service, this role involves troubleshooting system and user issues through to resolution, as well as helping customers maximise their use of Aconex by understanding their requirements and offering the best solutions.Responsibilities

• Provide first level telephone and email support to Aconex end users
• Troubleshoot technical and process related issues
• Escalate system bugs and defects to Product Engineering
• Provide expert advice and recommendations on how to use the Aconex system
• Perform back-end administrative tasks
• Document knowledge articles

Technical Knowledge

• Acquire comprehensive knowledge of the Aconex system in order to troubleshoot and support effectively
• Well-developed diagnostic skills to quickly identify specific problems and offer a suitable fix (or workaround where necessary)
• Keen investigative skills enabling to test and recreate specific issues
• Build thorough cases through collection of relevant data
• Ability to self-learn new software tools and applications through own research, investigation, testing and analysis
• Record all issues, bugs, improvements and new feature requests

Customer care

• Handle calls and written communication professionally
• Provide guided steps to resolve user issues
• Respond to customer enquiries in a timely manner and according to SLAs
• Build and maintain relationships with key clients and internal stakeholders
• Proactively recognise where further assistance may be required
• Engage customers by building rapport and promoting the use of the Aconex system
• Maintain all customer interaction records by logging in CRM
• Proactively provide input into customer service strategy, procedures and direction
• Gather feedback from customers about the Aconex system in order to provide input into product development

Required skills and experience Essential:

• Previous application support and customer Service experience
• Excellent computer literacy with a variety of software packages
• Good general understanding of the Internet and experience in its use
• Experience in technical troubleshooting/problem solving
• Excellent written and verbal communication skills
• Good time management and organisational skills
• Interpersonal and teamwork skills
• Patience and enthusiasm
• Ability to work on weekends or on afterhours roster as and when required

Desirable:

• Construction industry knowledge or experience

Keyskills :
service deskemail supportgraduate levelproblem solvingtime managementcustomer serviceapplication supportproduct developmentcommunication skillscpamcsepostsales support