The Textura Customer Support 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.
In this role, you will need to support callers with empathy and understanding while also maintaining proficient knowledge of the TPM solution. This is an inbound support center that takes pride in our white glove support model. 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.
Career Level - IC1
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 Textura Payment Management, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Portal. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. A Bachelor’s degree is preferred, and or three years related experience make an ideal candidate. You will need to have excellent communication skills, prior abilities to be an effective team player, and demonstrate commitment to ensuring customer success.
Education / Experience/ Responsibilities
- Associates degree; Bachelor's degree preferred
- 3+ years software support / call center experience
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Experience with a support service desk tool preferred, but not required
- Report and track customer calls and issues using a support service desk tool
- Responding promptly to customer inquiries.
- High level comfort of answering phones and emails
- Ability to operate in a fast-paced environment
- Strong writing and communication skills
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Respond to questions, calls and requests from clients, and work with customers to fully understand, troubleshoot, and resolve their needs
- Keeping records of customer interactions, transactions, comments, and complaints.
- Highly committed, flexible, productive and team-oriented
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience working with customer support.
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.
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $19.23 to $38.32 per hour; from $40,000 to $79,700 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
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Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
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