The Oracle Construction and Engineering Global Business Unit has an immediate opening for a competent Support Analyst in our Australia/NZ Support team. As part of a global support organisation, the successful applicant will be responsible for providing end user support of the Oracle Aconex Cloud Service and associated products. As the first point of contact for customers seeking support, this role involves troubleshooting system and user issues through to resolution as well as helping customers maximise their use of Oracle Preconstruction and Aconex by understanding their requirements and offering the best solutions.

Responsibilities
•    Provide telephone and online support to global user base
•    Maintain all customer interaction records by logging tickets and responding to online Service Requests logged on the Oracle Customer Support Portal
•    Troubleshoot technical, user and process related issues through to resolution
•    Provide expert advice and recommendations on how to use Oracle Aconex
•    Perform back-end administrative tasks
•    Document knowledge articles
•    Report platform incidents and manage communication with customers
•    Identify and log system bugs and defects
•    Gather feedback from customers about the Oracle Aconex system in order to provide input into product development

Required Skills & Experience
•    Previous technical support experience in a helpdesk or call-centre environment
•    Well-developed communication and interpersonal skills with a strong focus on customer satisfaction
•    Excellent computer literacy with a variety of software packages, including a good general understanding of the Internet, Web browsers and other associated technologies
•    Experience in technical troubleshooting/problem solving
•    Ability to self learn by performing own research, testing and analysis
•    Ability to work remotely and to responsibly manage assigned tasks in order to meet deadlines
•    Excellent time management and organisational skills
•    Ability to effectively collaborate and build relationships within the team and across the wider organisation
•    Ability to work on weekends, public holidays or after hours as required by the business
•    Australian Citizen

Desirable:
•    Construction industry knowledge or experience
•    Bi-ligual in Mandarin, Cantonese or Japanese
•    Knowledge of Aconex, JIRA and Oracle Service Cloud is highly advantageous

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.).