Oracle

Technical Support Engineer

Posted On

April 7, 2025

Location

Bengaluru, Karnataka

Experience Level

Professional

Job Type

Permanent

Apply By

April 22, 2025

Job Description

We are seeking a Support Analyst to join the Oracle Customer Support Team. A successful candidate for this position provides support fora 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. As 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.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 5+ years of work prior work experience along with a minimum of Bachelors degree.

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

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
Ability to work on weekends and holidays
5+ 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

It would be awesome if you also had:
Experience with supporting a SaaS (Software as a Service) application
Construction industry experience

Career Level - IC2

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