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.).
Location
Bangalore
Associate Technical Support Engineer
Bangalore
English proficiency
Job Summary
We are looking for someone who will assist Oracle Aconex users and troubleshoot any of their issues. You’re required to know how clients can maximize their use of the Oracle Aconex system – for all tasks at hand.
You will provide outstanding customer service and ongoing customer care to our clients and staff. You will get ample training to gain a solid knowledge of core Oracle Aconex features and capabilities.
Job Description
Key Responsibilities :
Telephone support
Handle calls professionally and deal with queries efficiently
Adjust tone/level according to who the caller is.
Troubleshooting
Acquire comprehensive knowledge of the Oracle Aconex system in order to troubleshoot and support effectively
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
Build thorough cases 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 Services and Sales team to promote teamwork and collaboration
Acquire understanding of industry processes in order to provide best practice advice to clients
Technical knowledge
Use online tools effectively (Zoom, Network Streaming)
Learn new tools and acquire knowledge of a process/program easily
Actively pass on knowledge of system to all internal staff
Promotion and reporting
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 link in the CRM case record
Gather feedback from customers about the Aconex system in order to provide input into product development
Required skills and experience :
Essential:
Education: Bachelor’s degree
Minimum of 4+ years of previous helpdesk / technical support or customer support 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 and out of hours roster as and when required
Desirable:
Construction industry experience
Experience in technical troubleshooting/problem solving
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