Aconex
Bangalore
Job Purpose
Responsible for providing second level (Tier 2) system support (Aconex application, mobile apps, Local Copy, Archives, Microsoft software plugins etc.), customer service and ongoing customer care to Aconex clients and staff
Responsibilities
Telephone Support
Able to handle calls professionally and deal with queries efficiently
Can adjust tone/level according to who the caller is.
Troubleshooting
Acquire and use comprehensive knowledge of the Aconex system and related applications/extensions in order to troubleshoot and support effectively
Ability to quickly identify specific problems, recognizing the cause and where necessary offering a suitable fix (or workaround where necessary)
Maintain communication with Contact Centre, Triage and Product teams in order to effectively troubleshoot and provide feedback/solutions to Clients directly.
Keen investigative skills enabling to test and recreate specific issues
Can thoroughly build a case through collection of relevant data
Technical Knowledge
Maintain comprehensive knowledge of the Aconex system and related applications/extensions
Use online tools effectively (GoTo Meeting, Network Streaming, Salesforce, JIRA)
Can learn new tools and acquire knowledge of a process/program easily
Actively pass on knowledge of system to all staff within Aconex internally
Reporting
Maintain all customer interaction records by logging in CRM
Record all issues, bugs, improvements and new feature requests in JIRA and provide the JIRA hyperlink in the CRM case record
Gather feedback from customers about the Aconex system in order to provide input into product development
Other projects and activities as required.
Required Skills & Experience
Previous helpdesk or Customer Service experience with emphasis on technical troubleshooting/problem solving
Excellent computer literacy with a variety of software packages.
Good network understanding and/or diagnostics experience
Have knowledge to support and troubleshoot Windows operating systems, networking applications and desktop applications.
Have knowledge to support and troubleshoot Microsoft desktop applications.
Interpreting Java code, XML
Good general understanding of the Internet and experience in its use
Excellent written and verbal communication skills
Good time management and organizational skills
Interpersonal skills and aptitude for building strong relationships and managing client expectations
Patience, enthusiasm and willingness to learn
Strong problem solving abilities
Ability to work on an afterhours roster as and when required
Desirable:
Understanding of construction industry and related processes
RESTful API troubleshooting and best practices
Basic relational database knowledge (MySQL or other)
Android/iOS app troubleshooting
A career with Aconex is an opportunity to work on real challenges. If you thrive on analytical challenges and want an opportunity to step outside your comfort zone, you'll love it here. You'll work with friendly people who are passionate about what they do and who are committed to continual development. If you feel that you have the necessary professional and personal attributes, a desire to work hard on exciting projects in a dynamic team and to share the spoils of success, we encourage you to apply now!
What's different about working with Aconex?
A career with Aconex is an opportunity to work on real challenges. If you thrive on analytical challenges and want an opportunity to step outside your comfort zone, you'll love it here. You'll work with friendly people who are passionate about what they do and who are committed to continual development.
If you feel that you have the necessary professional and personal attributes, a desire to work hard on exciting projects in a dynamic team and to share the spoils of success, we encourage you to apply now!