Support Representative

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    3 weeks ago
  • Category:
    Admin / Office

Service Desk Support Representative
Bangalore, India
The Oracle Construction & Engineering Global Business Unit (CEGBU)
offers customers the industry’s most advanced solutions for planning,
scheduling and delivering large-scale projects. We provide an end-to-end
offering for project management and delivery that enables customers to
effectively plan, build, and operate construction projects.
Able to handle calls professionally and
deal with queries efficiently
Can adjust tone/level according to who
the caller is.
Acquires comprehensive knowledge of the
CEGBU system in order to troubleshoot and support effectively
Ability to quickly identify specific
problems, recognising the cause and where necessary offering a suitable
fix (or workaround where necessary)
Keen investigative skills enabling to
test and recreate specific issues
Can thoroughly build a case through
collection of relevant data
Build and maintain relationships with
key clients
Respond to customer enquiries, software
related queries and provide technical support and case management of
issues including follow-up
Educate clients about new features or
Recognise where further assistance may
be required by the client
Follow and execute customer service
Pro-actively provide input into customer
service strategy, procedures and direction.
Work closely with the Client Operations
and Sales team to promote teamwork and collaboration
Acquire understanding of industry
processes in order to provide best practice advice to clients
Acquire comprehensive knowledge of the
CEGBU systems in order to troubleshoot and support effectively
Use online tools effectively (WebEx,
Network Streaming)
Can learn new tools and acquire
knowledge of a process/program easily
Actively pass on knowledge of system to
all staff within Aconex internally
Seek and recognise leads and referrals
for the Sales/ Business Development team
Maintain all customer interaction
records by logging in CRM
Record all issues, bugs, improvements
and new feature requests in JIRA and where necessary provide the JIRA
hyperlink in the CRM case record
Gather feedback from customers about the
CEGBU systems in order to provide input into product development
Required Skills & Experience
Previous helpdesk or Customer Service
Excellent computer literacy with a
variety of software packages.
Good general understanding of the
Internet and experience in its use
Excellent written and verbal
communication skills
Good time management and organisational
Interpersonal skills
Patience and enthusiasm
Strong problem solving abilities
Ability to work on an afterhours roster
as and when required
Construction industry experience
Experience in technical
troubleshooting/problem solving
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