Oracle Textura Client Service Representative in Phoenix, Arizona
Textura Client Service Representative
The Textura Client Service 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.
Respond to questions, calls and requests from clients, and work with customers to fully understand, troubleshoot, and resolve their needs
Report and track customer calls and issues using a support service desk tool
Escalate customer requests as necessary to developers and consultants
Test new functionality and processes for software solutions
Lead web-based training for new users
Assist with developing instructional content for training and training preparations for new hires
Education / Experience
Associates degree; Bachelor’s degree preferred
3 years software support / call center experience
Strong writing and communication skills
Highly committed, flexible, productive and team-oriented
Experience with a support service desk tool referred, but not required
Ability to operate in a fast-paced environment with other project opportunity and priorities
High level comfort of answering phones and emails
Ability to work a flexible schedule that may include early or late shifts
This position requires a candidate who is bilingual in French/English.
Position Location : Onsite at Oracle office in CHICAGO, IL or DEERFIELD, IL
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.
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. 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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Other Locations: US-IL,Illinois-Deerfield, US-AZ,Arizona-Phoenix
Job Type: Regular Employee Hire