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Oracle Client Services Support Analyst in Chicago, Illinois

Client Services Support Analyst

Preferred Qualifications

About Us

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

include

  • Answer support calls/emails and work with clients tofully understand, troubleshoot and resolve issues

  • Assist your team with the implementation of the Oracle TexturaPayment Management solution for both new and existing clients

  • Lead web-based training for both new and current Oracleclients

  • Work with team members to identify, define, prioritize,and implement new system functionality

  • Lead internal initiatives within Client Services team

  • Work closely with cross departmental teams to resolveissues in a timely manner

  • Demonstrate initiative to taking on increasingly challengingprojects

Skills and Qualifications :

  • Bachelor’s degree in informationsystems, business, communications or related area of study

  • Entry level (0-3 years)experience directly servicing clients via phone / email / in person

  • Preferred experience providingtechnical support and training on software systems

  • Entry level technicaltroubleshooting and analytical skills

  • Basic high-level understanding of Accounting processes

  • Proficient in Microsoft

Office suite (specifically Excel, Word, Outlook)

  • Professional written and

verbal communication skills

  • Ability to solve complexproblems under pressure

  • Construction industry knowledgehelpful, but not required

  • Ability and willingness totravel infrequently (up to 5%)

Detailed Description and Job Requirements

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.

Job: Support

Location: US-IL,Illinois-Chicago

Job Type: Regular Employee Hire

Organization: Oracle

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