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SalaryThe Oracle Construction and Engineering Global Industry Unit has an immediate opening for a competent Support Analyst in our Australia/NZ Support team. As part of a global support organisation, the successful applicant will be responsible for providing end user support of the Oracle Aconex Cloud Service and associated products. As the first point of contact for customers seeking support, this role involves troubleshooting system and user issues through to resolution as well as helping customers maximise their use of Oracle Aconex by understanding their requirements and offering the best solutions.
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
- 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
- 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
- Master communicator - ability to communicate effectively with customers both verbally and written communication
- Ability to work on weekends, public holidays or after hours as required by the business on a rotation basis within the 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
- Australian Citizen
- Bi-ligual in Mandarin or Cantonese
- 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
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
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 an Australian Affirmative Action Employer
About Us:
As 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
