Client Service Representative, Textura PQM - Construction and Engineering Global Business Unit

Job 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 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.

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.

Desired profile

Qualifications :

Oracle Textura Pre-Qualification Management Cloud Service (PQM ) is a cloud-based software service that automates the prequalification process, enabling general contractors to efficiently and effectively manage risk in subcontractor prequalification programs. PQM 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 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 PQM application. You will collaborate with our team, as well as the Production Support and Product teams, to deliver PQM to our clients and ensure our customers are successful with implementing a solid and successful pre-qualification program within PQM.




Position Description

As a Client Services Representative, you will work directly with Oracle's clients and collaborate with team members to ensure our clients are successful in their use of PQM. By providing exceptional service over the phone and through e-mail, you will help our clients improve productivity, mitigate risk and enhance pre-qualification submissions through our cloud-based solution, Oracle Textura Pre-Qualification 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 within Oracle including career development support and exposure to a thriving industry!

Key responsibilities:
·  Answer support calls/emails and work with clients to fully understand, troubleshoot and resolve issues
·  Proactive outreach on behalf of our customer to ensure participation in Pre-qual program
·  Report and track customer calls and issues using a support service desk tool
·  Assist with the implementation of the Oracle Textura Pre-Qualification Management Cloud Service (PQM
·  Help understand clients current work flow and identify areas of need
·  Lead web-based training for both new and current Oracle clients
·  Work closely with cross departmental teams to resolve issues in a timely manner
·  Demonstrate initiative to taking on increasingly challenging projects


Preferred Qualifications
·  Bachelor's degree preferred
·  2-3 years direct experience supporting clients via phone / email / in person
·  Customer Service experience
·  Prior experience making outbound calls
·  Professional written and verbal communication skills
·  Ability to solve complex problems
·  Ability to operate in a fast-paced environment with other project opportunity and priorities
·  Construction industry knowledge helpful, but not required
·  Microsoft Excel skills is a plus




P osition Location: Onsite at Oracle office in Chicago, IL (130 E. Randolph)




PLEASE NOTE: Candidate must be open to training in both Chicago and Deerfield locations during in the first 30 days.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~end