Technical Solution Analyst

Oracle • Kansas City, MO

314d • $45,700 - $89,200

About The Position

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle Health 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.

Requirements

• At least 4 years total combined related work experience and completed higher education.
• Ability to work one of the following shifts available for the position: 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.
• Ability to work in office 3 days a week at one of the following Oracle Health offices: Kansas City, MO, Columbia, MD, Orlando, FL, Austin, TX.
• Home internet speed and reliability connection must meet specified expectations.

Nice To Haves

• Bachelor's degree.
• At least 1 year of technical support work experience.

Responsibilities

• Provide outstanding customer service and technical support to Oracle Health's internal and external clients.
• Investigate and resolve client problems received through phone, ticket or other electronic means.
• Triaging and escalating issues using applicable monitoring and troubleshooting tools.
• Perform routine, preapproved changes to client domains.
• Conduct troubleshooting investigations, reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows.
• Perform backend troubleshooting by capturing log files, querying tables, updating database fields, and updating/cycling servers.
• Prioritize and plan issue resolutions both independently and in a collaborative team environment.
• Adhere to policies and procedures including HIPAA and client notification requirements.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short term disability and long term disability.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Flexible Vacation and paid time off.
• 11 paid holidays.
• Paid sick leave: 72 hours of paid sick leave upon date of hire.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal.
• Voluntary benefits including auto, homeowner and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree