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Solution Analyst

2 months ago

Orlando, Florida, United States Oracle Full time

Job Description

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide support including problem resolution within published goals using the knowledge base, product documentation, and using troubleshooting tools, etc. to resolve issues.In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment and you will be the support point of contact for customers. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Associates degree. At least 1 year of related experience.

Career Level -

Career Level -

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Responsibilities

As a Solution Analyst, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with internal and external customers, which requires good communication skills. You will be responsible for documenting the investigation and performing basic technical solvegood communication issues in real time. You will also be responsible for appropriately triaging and advancing issues, which requires a basic understanding of the different application products and solutions. The investigation and basic technical solve responsibilities include capturing information, using solve tools, capturing log files, maximising knowledge articles, shadowing end users, and testing workflows. The work is semi-routine in nature and requires both independent and collaborative work in a fast paced environment. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.

During training, you will gain insights into Oracle Health's support methodology and will begin project work immediately. You'll work alongside the experts to gain knowledge and skills that will prepare you for a long-term, meaningful career with Oracle Health

Basic Qualifications:

At least 4 years total combined related work experience and completed higher education

Receipt of the appropriate government security clearance card applicable for your position

Due to the client contract you will be assigned, this position requires you to be a U.S. citizen

Preferred Qualifications:

Bachelor's degree or equivalent

At least 1 year of call center or phone support work experience

Located near an Oracle Health office: Kansas City, MO, Malvern, PA, Burlington, MA, Columbia, MD or Orlando, FL

Expectations:

Ability to work one of the following shifts available for the position (all in CT):

Traditional Monday through Friday shifts from 5:00 AM - 2:00 PM, 6:00 AM - 3:00 PM, 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM - 6:00 PM

Swing shifts Monday through Friday from 10:00 AM - 7:00 PM, 11:00 AM - 8:00 PM, or 12:00 PM - 9:00 PM

4X10 shifts Monday through Thursday, Wednesday through Saturday, or Sunday through Wednesday from 8:00 AM to 7:00 PM or 9:00 AM to 8:00 PM

554 shifts from 6:00 AM - 6:00 PM, 7:00 AM - 7:00 PM, 8:00 AM - 8:00 PM or 554 night shifts from 6:00 PM - 6:00 AM, 7:00 PM - 7:00 AM, 8:00 PM - 8:00 AM

Home internet speed and reliability connection must meet the following expectations: Download >= 20 Mbps and Upload >= 5 Mbps at and Total packet Loss OR the ability to work in the Oracle Health office

If located in the following metropolitan areas, you may be required to work in office during normal business operations:

Kansas City, MO

Malvern, PA

Burlington, MA

Columbia, MD

Orlando, FL

Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position

Perform other responsibilities as assigned

Disclaimer:

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 $15.00 to $28.65 per hour; from $31,200 to $59,600 per annum.

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

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

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.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling , option one.

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