at Oracle in Springfield, Illinois, United States
Job Description
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.
In this role, 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. Also, you will 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 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.
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, preapproved 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.
When hired into the Client Services Academy, you reap big benefits. During training, you will gain insights into Oracle Cerner ‘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 Cerner .
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
+ At least 1 year of call center or phone support work experience
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 www.speedtest.net and Total packet Loss https://packetlosstest.com/ OR the ability to work in the Oracle Cerner office
+ If located in the Kansas City metropolitan area, you may be required to work in office during normal business operations
+ 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 location(s)
California Pay Range: from $16.11 to $30.53 per hour; from $33,500 to $63,500 per annum.
Colorado Pay Range: from $15.24 to $27.50 per hour; from $31,700 to $57,200 per annum.
New York City Pay Range: from $15.24 to $28.99 per hour; from $31,700 to $60,300 per annum.
Washington Pay Range: from $17.02 to $28.99 per hour; from $35,400 to $60,300 per annum.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, 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 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. Flexible paid time off (unlimited or accrued vacation and sick leave)
9. Paid parental leave
10. Employee Stock Purchase Plan
11. Adoption assistance
12. Financial planning and group legal
13. Voluntary benefits including auto, homeowner and pet insurance
About Us
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Plannin
