Support Representative


  • Company:
    Oracle
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • 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.
Responsibilities
Telephone
Support
Able to handle calls professionally and
deal with queries efficiently
Can adjust tone/level according to who
the caller is.
Troubleshooting
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
Customer
Care
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
add-ons
Recognise where further assistance may
be required by the client
Follow and execute customer service
procedures
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
Technical
Knowledge
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
Promotion
Seek and recognise leads and referrals
for the Sales/ Business Development team
Reporting
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
Essential
Previous helpdesk or Customer Service
experience
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
skills
Interpersonal skills
Patience and enthusiasm
Strong problem solving abilities
Ability to work on an afterhours roster
as and when required
Desirable:
Construction industry experience
Experience in technical
troubleshooting/problem solving
Life
at Oracle:
An Oracle career can span industries, roles,
countries and cultures, giving you the opportunity to take on new roles and
challenges, while blending work and life. Oracle has thrived through 40+ years
of change by innovating and operating with integrity while delivering for the
top companies in almost every industry. To cultivate the talent that makes this
happen, we work hard to create a vibrant and rewarding workplace that
celebrates diverse, multi-talented teams where everyone can contribute. We take
care of each other, and value giving back to the community. Find out more
!|