at Oracle in Springfield, Illinois, United States
Job Description
Job Description
We are seeking a Support Analyst (must be bilingual in Spanish and English) 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.
Career Level – IC2
Responsibilities
What you will be responsible for:
Telephone support and Troubleshooting:
+ Handle English and Spanish calls and incoming service requests professionally and deal with queries efficiently
+ 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
+ Spanish and English communication required
+ 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
+ In lieu of degree may substitute 4 years professional experience
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
Life at Oracle:
An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle 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 nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
https://www.oracle.com/corporate/careers/diversity-inclusion/
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 only
US: 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:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
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 competiti