- 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
- 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
- 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
- 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
- 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
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- 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.
- 11 paid holidays
- 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.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- Voluntary benefits including auto, homeowner and pet insurance
-
Technical Analyst 2-Support
1 week ago
Oracle Oklahoma City, United States Paid WorkJob Description · Oracle | Opower Client Support Engineers are technically skilled, love working with customers, and have the desire to work with meaningful, large-scale energy efficiency software production systems. You will have the opportunity to collaborate with our utility c ...
-
Business Analyst 2
1 week ago
Oracle Oklahoma City, United StatesJob Description · The Business Analyst position is vital to our business to ensure seamless day-to-day operations and improving organizational efficiency. Responsibilities align with changing the way work is managed through administrative tasks, scheduling, productivity monitorin ...
-
Support Analyst
2 weeks ago
Fuse3 Solutions Oklahoma City, United StatesSupport Analyst · Fuse3 Solutions is partnering with a local company that is looking to add to their IT division to match the current growth. Become an integral part of their operations and work alongside other IT leaders as the primary Support Analyst. This role opens the door ...
-
Customer Support Analyst
4 days ago
Thentia Oklahoma City, United StatesAbout Thentia: · Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a com ...
-
Technical Support Analyst
3 days ago
Pyramid Consulting Oklahoma City, United StatesImmediate need for a talented · Technical Support Analyst . This is a · 06+ Months · contract opportunity with long-term potential and is located in · Byfield, MA (Onsite). · Please review the job description below and contact me ASAP if you are interested. · Job ID: · Pay ...
-
Application Support Analyst
4 days ago
Marriott Oklahoma City, United StatesJob Number · Job Category Information Technology · Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States · Schedule Full-Time · Located Remotely? Y · Relocation? N · Position Type Management · JOB SUMMARY · As a member of the Service Desk S ...
-
EPIC Support Analyst
1 week ago
Variety Care Oklahoma City, United StatesDepartment · : IT Department · Position · : · EPIC Support Analyst · Employee Category · : · Exempt · Reporting Relationship · : · Epic Application Manager · Character Qualities: · Discretion- · Recognizing and avoiding words, actions, and attitudes that could bring u ...
-
Customer Support Analyst
4 days ago
Thentia Oklahoma City, United StatesJob Description · Job DescriptionSalary: · About Thentia: · Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory org ...
-
IT Operations Support Analyst
3 days ago
ADDP Oklahoma City, United StatesIT Operations Support Analyst - Bay Cove Human Services - Boston, MA · Schedule: · Monday - Friday. Overtime and weekend work as necessary. On-call emergency response system. · Salary: TBD · Responsibilities: · Provides technical support in person, over the phone at the Help De ...
-
Factory IT Support Analyst
2 weeks ago
AZAD Technology Partners Oklahoma City, United StatesAZAD Technology Partners is seeking a Factory IT Support Analyst · for a full-time, W2 Contract position based in Denison, TX. · Schedule: · Full-time, 40 hours/week, On-Site · Assignment Duration: · 12 Months with possibility of extending. · Compensation & Benefits: · Compen ...
-
Technical Support Analyst
3 days ago
Trimble Inc. Oklahoma City, United States Full timeAre you looking to play a key part in solving the challenges of end customers and partners using Trimble's satellite navigation products that are delivered using hosted services, Windows, iOS or Android mobile devices? · Analysts on our team troubleshoot complex technical issues, ...
-
Decision Support Analyst
1 week ago
Highmark Health Oklahoma City, United States Paid WorkCompany : · enGen · Job Description : · JOB SUMMARY · This job works closely with customers and design teams in prioritizing data and information requirements. The incumbent provides analysis in the development and support of projects and data analysis. Determines how decision su ...
-
Application Support Analyst
6 days ago
SitusAMC Oklahoma City, United StatesSitusAMC is where the best and most passionate people come to transform our client's businesses and their own careers. Whether you're a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, ...
-
Device Support Analyst Sr
6 days ago
INTEGRIS Health Oklahoma City, United StatesINTEGRIS Health Cardiovascular Physician's Office, Oklahoma's largest not-for-profit health system has a great opportunity for a Device Support Analyst in Oklahoma City, OK. In this position, you'll work with our Information Services team providing exceptional care to those who h ...
-
Senior Decision Support Analyst
1 week ago
Highmark Health Oklahoma City, United States Paid WorkCompany : · enGen · Job Description : · JOB SUMMARY · This job works closely with customers and design teams in prioritizing data and information requirements. This job provides analysis in the development and support of projects and data analysis. Determines how decision support ...
-
NorthCare Oklahoma City, United StatesJob Details · Job Location: Meridian Office - Oklahoma City, OK · Position Type: Full Time · Salary Range: $ $18.99 Hourly · Travel Percentage: Road Warrior · Job Category: Nonprofit - Social Services · Description · Are you an experienced caregiver with a passion for supporting ...
-
Senior MySQL Technical Support Analyst
2 weeks ago
Oracle Oklahoma City, United States Paid WorkJob Description · 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 elec ...
-
Technical Analyst 1-Support Discern Rules
1 week ago
Oracle Oklahoma City, United States Paid WorkJob Description · As a Technical Solution Analyst I, you will perform more complex troubleshooting investigations reviewing front-end applications by capturing information, using fix tools, shadowing end users, and testing workflows internally and externally. In addition, you wil ...
-
Orthodontic Assistant
1 week ago
Gentle Dental Oklahoma City, United States Full timeAt Gentle Dental, we value our teammate's smile as much as our patient's smile. · Our vision is to provide exceptional, lifelong, integrated oral healthcare services. We enhance the quality of our patients' lives by providing accessible oral healthcare, which is paramount to ove ...
-
Dental Assistant-GD
1 week ago
Gentle Dental Oklahoma City, United States Full timeAt Gentle Dental, we value our teammate's smile as much as our patient's smile. · Our vision is to provide exceptional, lifelong, integrated oral healthcare services. We enhance the quality of our patients' lives by providing accessible oral healthcare, which is paramount to ove ...
Technical Analyst 2-Support - Oklahoma City, United States - Oracle
Description
Job Description
We are seeking a Support Analyst (must be bi-lingual 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.
In lieu of degree may substitute 4 years professional experience
Career Level - IC2
Responsibilities
What you will be responsible for:
Telephone support and Troubleshooting:
Customer care:
Reporting:
Requirements:
It would be awesome if you also had:
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:
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 competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling , option one.
Disclaimer:
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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer