The Senior Solution Analyst role is an entry-level support job in Support Services, Global Services organization. This role is responsible for resolving post-sales customer inquiries via phone and electronic means. This person will perform scope assessment by gathering information, using application tools for configuring the system, applying and executing the change management processes, communicating and shadowing end users, and testing workflows for accuracy of configuration. This role's focus is to provide level three support including problem resolution within published goals using the Knowledge Base, writing product documentation, using Web Resources, and Lab Testing to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down,” which relies on analytical and technical skills. They will also perform high-level consultation on solution best practices and standards of build. This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position will work in a Contact Center environment.
Career Level - IC0
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, support entitlements and validation, electronic support troubleshooting, and product availability. Handle open service requests that are dispatched, implement fixes, analyze the software problem, and write case notes in the tracking system. Work is semi-routine in nature. 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. 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.
Due to the client contract you will be assigned, this position requires you to be a U.S. citizen.
Receipt of the appropriate government security clearance card applicable for your position.
Preferred Qualifications:
Associate, Bachelors or Technical Degree preferred or in lieu of degree may substitute 2 additional years professional experience in customer service, technical support, and/or healthcare industry required.
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 7:00 AM - 7:00 PM or 554 night shifts from 7:00 PM - 7:00 AM.
Ability to work in the office 3 days a week at one of the following Oracle Health offices:
Kansas City, MO
Malvern, PA
Columbia, MD
Orlando, FL
Nashville, TN
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.
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 the scope of the position.
Perform other responsibilities as assigned.
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