Posted by Oracle is looking for a competent Support Representative to join our Service Desk team in Bangalore. As the first point of contact for global customers seeking support of the Aconex Cloud Service, this role involves troubleshooting system and user issues through to resolution, as well as helping customers maximise their use of Aconex by understanding their requirements and offering the best solutions.
Support Representative
Job Description:
Provide first level telephone and email support to Aconex end users
Troubleshoot technical and process related issues
Escalate system bugs and defects to Product Engineering
Provide expert advice and recommendations on how to use the Aconex system
Perform back-end administrative tasks
Document knowledge articles
Technical Knowledge
Acquire comprehensive knowledge of the Aconex system in order to troubleshoot and support effectively
Well-developed diagnostic skills to quickly identify specific problems and offer 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
Ability to self-learn new software tools and applications through own research, investigation, testing and analysis
Record all issues, bugs, improvements and new feature requests
Customer care
Handle calls and written communication professionally
Provide guided steps to resolve user issues
Respond to customer Inquiries in a timely manner and according to SLAs
Build and maintain relationships with key clients and internal stakeholders
Proactively recognize where further assistance may be required
Required skills and experience
Previous application support and customer Service experience
Excellent computer literacy with a variety of software packages
Good general understanding of the Internet and experience in its use
Experience in technical troubleshooting/problem solving
Excellent written and verbal communication skills
Good time management and organisational skills
Construction industry knowledge or experience