Solution Analyst

3 weeks ago

Raleigh, North Carolina, 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 level two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. You will provide guidance and real-time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability. Handle open service requests that are dispatched, implement fixes, (i.e., writing SQL scripts, and document the case for escalation), analyze the hardware or software problem, and write case notes in the tracking system. 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 as needed. You will also be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or 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.

Responsibilities:

As a Solution Analyst, you will be responsible for supporting Oracle Cerner's internal and external clients by providing outstanding customer service and basic technical support in a Tier 1 call-centered environment. You will be responsible for serving as the first line to investigate and resolve client problems received through phone, ticket, or other electronic means, triaging and escalating issues by using applicable monitoring and troubleshooting tools, and performing routine, pre-approved changes to client domains. You will also be responsible for troubleshooting investigations, reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally, performing troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers. Much of your time will be spent investigating service requests, resolving client incidents, and maintaining applications. As you work with Oracle Cerner technologies, you prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment. You will work directly with clients, so strong communication and customer service skills are needed. You will also be responsible for adhering to policies and procedures, including HIPAA, PECA, CHIA, and client notification requirements.

What We Offer:

When hired into the Client Services Academy, you will reap big benefits. During training, you will gain insights into Oracle Cerner's support methodology and will begin project work immediately. You will work alongside the experts to gain knowledge and skills that will prepare you for a long-term, meaningful career with Oracle Cerner. 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 medical, dental, and vision insurance, short-term disability and long-term disability, life insurance and AD&D, supplemental life insurance, health care and dependent care Flexible Spending Accounts, pre-tax commuter and parking benefits, 401(k) Savings and Investment Plan with company match, paid time off, 11 paid holidays, paid sick leave, paid parental leave, adoption assistance, employee stock purchase plan, financial planning, and group legal, and voluntary benefits including auto, homeowner, and pet insurance.

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