Customer Service Analyst 1-support - Chicago, United States - Oracle

Oracle

Verified Company

Chicago, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Textura Customer Support Representative provides first line support for the Textura Payment Management solution. Interaction with clients is over the phone and through our support portal. Our Client Services Representatives collaborate with other team members to resolve client needs.

Along with these responsibilities, other duties such as assisting with training and other special projects will be assigned based on interest and initiative shown.

In this role, you will need to support callers with empathy and understanding while also maintaining proficient knowledge of the TPM solution.

This is an inbound support center that takes pride in our white glove support model. Resolution is primarily provided in real time with follow up for more complex matters.

This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Career Level - IC1

Education / Experience/ Responsibilities

Associates degree; Bachelor's degree preferred
3+ years software support / call center experience
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Experience with a support service desk tool preferred, but not required
Report and track customer calls and issues using a support service desk tool
Responding promptly to customer inquiries.
Ability to operate in a fastpaced environment
Strong writing and communication skills
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Respond to questions, calls and requests from clients, and work with customers to fully understand, troubleshoot, and resolve their needs
Keeping records of customer interactions, transactions, comments, and complaints.
Highly committed, flexible, productive and teamoriented
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Ability to stay calm when customers are stressed or upset.
Comfortable using computers. Experience working with customer support.

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.