Chicago, IL, United States
Jun 26, 2020
Oct 09, 2020
Support Analyst','20000IBA','','English','English','!*!Oracle Textura Payment Management (TPM) is a cloud-based software service that streamlines the construction billing and payment process. It is the first of its kind in the industry, and since 2004 has helped clients manage $500B in construction more efficiently and with less risk. TPM is offered within the Construction and Engineering Global Business Unit (CEGBU) vertical at Oracle alongside many other products that serve this fast-growing industry.The Textura Client Services team is uniquely responsible for all aspects of the client lifecycle, including sales support, implementation, account and relationship management, and ongoing support of the TPM application. You will collaborate with all levels of the Client Services group, as well as the Production Support and Product teams, to deliver TPM to our clients and support project implementations by ensuring delivery timelines are followed and issues are tracked and escalated as needed.Detailed Description and Job Requirements As a Client Services Support Analyst, you will work directly with Oracle’s clients and collaborate with team members to ensure our clients are successful in their use of TPM. By providing exceptional service over the phone, through e-mail, and occasionally in person at client locations, you will help our clients improve productivity, mitigate risk and enhance project communication through our cloud-based solution, Oracle Textura Payment Management. The Client Services team is a fast paced, energetic, ever changing environment. We are goal oriented and driven to exceed client expectations. With that, come many opportunities for growth including career development support and exposure to a thriving industry!Key responsibilities includeAnswer support calls/emails and work with clients to fully understand, troubleshoot and resolve issuesAssist your team with the implementation of the Oracle Textura Payment Management solution for both new and existing clientsLead web-based training for both new and current Oracle clientsWork with team members to identify, define, prioritize, and implement new system functionalityLead internal initiatives within Client Services teamWork closely with cross departmental teams to resolve issues in a timely mannerDemonstrate initiative to taking on increasingly challenging projectsSkills and Qualifications:Bachelor’s degree in information systems, business, communications or related area of study is preferredEntry level (0-3 years) experience directly servicing clients via phone / email / in personPreferred experience providing technical support and training on software systemsEntry level technical troubleshooting and analytical skillsAbility to solve complex problems under pressureConstruction industry knowledge helpful, but not requiredAbility and willingness to travel infrequently (up to 5%)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.','!*!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. 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.).Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
','Support','','US-IL,Illinois-Chicago','','','Regular Employee Hire','OFSS','Support Analyst
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